Guest Services Advisor - Toyota of Wausau

Location US-WI-Wausau
Posted Date 1 month ago(2/20/2018 9:51 PM)
Job ID
# Positions
Guest Services
Toyota of Wausau
Regular Full-Time


Toyota of Wausau has become the highest volume new vehicle franchise in the market and is looking for a Guest Services Advisor to join our team to help with the high volume of phone calls and appointments. If you are ready to take your career to the next level with a strong brand and a great company in a high volume store, the Customer Service Representative position at Toyota of Wausau is the right opportunity for you. 


A Guest Services Advisor is responsible for professional scheduling of all appointments and making appointment setting calls for the service and sales side of business.  Key responsibilities include scheduling appointments, using high quality customer service skills to provide a great customer experience and utilizing problem solving skills to meet customer and dealership demands.


The ideal candidate will have a strong customer service background. Candidates must have strong computer skills, problem solving capabilities, outstanding organizational skills and have the desire to succeed by processing work efficiently and accurately.  Successful candidates will be self-motivated to achieve goals, while enjoying a team environment.  Automotive industry experience is desired, though not required as we will help you learn.



  • Service
    • Answers incoming calls to provide information, schedule appointments and receive customer and vehicle information.
    • Refers customers who have questions about the work performed and additional maintenance or repairs made to the Service Advisor or other appropriate individual.
    • Handles customer complaints with integrity and poise and, when necessary, refers dissatisfied customers to the appropriate individuals for resolution.
    • Provides accurate cost and time estimates for needed maintenance and repairs.
    • Answers and responds to service requests, scheduling customers as needed.
    • Performs service follow-up calls assigned by the Call Center Manager verifying the service visit and repair were satisfactory.  Takes care of any problems that there may have been and asks for a completely satisfied Customer Satisfaction Index (CSI) survey score.
    • Contacts customers when their special order parts arrive and makes an appointment with service scheduler.
    • Makes recommendations to customers on maintenance needs based on time and mileage of customer vehicle. 
    • Contacts customers to remind them of missed service appointments and reschedules them. 
    • Contacts customers about outstanding service needs and attempts to schedule for service. 
    • Makes the introduction to service calls as assigned by the Call Center Manager to remind customers of their first service and to make the appointment.
    • Contacts customers about declined services and special offer that may be applicable.
  • Sales
    • Answers incoming sales calls to provide information, schedule appointments and receive customer and vehicle information.
    • Responds to Internet leads for the sales department.
    • Engages in live chat for the sales department.  
    • Learns basic product knowledge and incentive programs and follows scripts provided by the company. 
    • Identifies the customer’s needs, provides information and addresses any concerns and schedules an appointment for the customer with a Salesperson which should ultimately result in a vehicle sale.
    • Places follow-up calls within 24 hours of an appointment that did not result in a vehicle sale. Analyzes the overall customer experience, identifies learning opportunities and reports any concerns to management.  
    • Places outbound calls to potential leads based on current marketing campaigns and lease termination lists.
    • Tracks set and shown appointments daily and reviews with the Call Center Manager weekly. 
    • Places follow-up calls and e-mails for the New Owner Events to increase customer participation on an occasional basis.

Secondary Responsibilities

  • Builds and maintains strong relationships with customers and co-workers.
  • Performs other duties and projects as assigned by the Guest Services Manager.
  • Maintains a professional appearance and manner consistent with Ballweg’s culture.


  • Must have a strong customer service background.  Previous sales and/or marketing experience is a plus.
  • Must have strong phone skills. 
  • Must have excellent verbal and written communication skills.
  • Must possess strong organizational and time management skills.
  • Must possess strong computer skills specifically in Microsoft Outlook and Excel and in navigating through websites.
  • Must be able to operate multiple software programs at once. 
  • Must be able to communicate well with others and follow directions.

Travel Requirements

This position does not require travel. 


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