Guest Experience & Service Specialist

Guest Experience & Service SpecialistSimple Details | Virginia Beach, VA | Full-Time | On-SiteDepartment: Client ExperienceReports To: Operations ManagerJob Type: Full-Time | Hourly | On-SiteLocation: Virginia Beach, VAABOUT SIMPLE DETAILSSimple Details is a premium automotive protection and enhancement company based in Virginia Beach, VA. We specialize in Paint Protection Film, ceramic coatings, paint correction, window tint, professional detailing, and performance modifications — serving a clientele that expects an exceptional experience every time they interact with our team.Our mission is to bring a white-collar experience to a blue-collar industry. That standard lives in the quality of our technical work, and equally in how our clients feel from the moment they contact us to the moment they drive away. The Guest Experience & Service Specialist is the person who delivers that feeling every single day.THE ROLEAs our Guest Experience & Service Specialist, you are the first voice our clients hear and the last face they see before they drive away. This role is the heart of the client experience at Simple Details — managing everything from the initial phone greeting and vehicle check-in to production updates and final delivery.This is not a basic front desk position. It is a professional, client-facing role that requires excellent communication skills, a sharp eye for detail, and a genuine commitment to making every client feel that their vehicle — and their time — is in the best possible hands. If you take pride in delivering a seamless, elevated experience and thrive in a fast-paced, team-oriented environment, this role is built for you.CORE RESPONSIBILITIESClient Communication & First Impressions- Serve as the first point of contact for all inbound calls and messages — answering with the warmth, polish, and confidence that reflects our brand standard- Welcome every client who arrives at the shop and ensure they feel attended to immediately- Route calls and inquiries accurately to the right team member, keeping hold times minimal and communication clearVehicle Check-In & Documentation- Conduct a thorough walk-around with each client at check-in, documenting existing conditions, mileage, client notes, and service requests in OrbisX before any work begins- Capture complete photographic documentation of every vehicle at intake — this protects the client and the business- Communicate any findings to the appropriate team lead or Client Advisor before production beginsProduction Updates & Client Communication- Keep clients informed throughout the production process — proactively reaching out with status updates before they have to ask- Coordinate with department leads to get accurate job statuses and estimated completion times, and communicate those clearly and professionally- Handle timeline changes with composure and transparencyVehicle Delivery & Wrap-Up- Manage the vehicle delivery experience from start to finish — this moment should feel as polished as the work itself- Walk each client through the services performed and communicate post-care instructions for all applicable services (tint, PPF, ceramic coating)- Complete all final documentation in our CRM and ensure the client leaves feeling completely taken care ofFacility Presentation & Scheduling- Maintain the cleanliness and presentation of the reception area, client lounge, and service drive at all times- Manage the scheduling queue and ensure every vehicle is confirmed before check-in- Coordinate loaner or courtesy vehicle logistics if applicableClient Follow-Up & Reviews- Conduct courtesy follow-up contact after service completion to confirm client satisfaction and answer any remaining questions- Facilitate Google review requests as a consistent part of the post-service processWHO THIS ROLE IS FORWe are looking for someone who genuinely enjoys making people feel taken care of. The right person for this role is polished but approachable, detail-oriented without being rigid, and capable of managing multiple priorities without letting anything fall through the cracks.- A natural communicator who can represent a premium brand with confidence in person, over the phone, and in writing- Someone who takes ownership of the client experience — not because they're told to, but because it matters to them personally- A professional who stays composed and attentive when the schedule is full and things are moving fast- Someone who is reliable, thorough, and takes pride in doing things the right way the first time- A team player who understands that their role directly supports the success of every department in the shopCORE VALUESWe expect every member of the Simple Details team to uphold and embody the following values:- Integrity — You communicate honestly with clients and teammates, handle every situation with transparency, and take responsibility for your work without being asked- Team Player — You understand that the client experience is a team effort and you show up for the people around you, especially when things get busy- Results Driven — You take ownership of outcomes — not just tasks — and you follow through until the client experience is complete and done right- High Standards — You hold the front of house to the same standard of precision and detail that our technicians hold in the shop- Dependable — Clients and teammates know they can count on you to be present, prepared, and consistent every single day- Resourceful — When something unexpected comes up, you find a solution and keep the client experience moving forwardKEY PERFORMANCE INDICATORS- Client Satisfaction: 4.9-star average or higher across managed interactions- Intake Accuracy: Complete vehicle records in our CRM with no missing documentation at production handoff- Response Time: All inbound calls and messages responded to within 15 minutes during business hours- Proactive Updates: Zero client complaints related to communication gaps or unreturned calls- Delivery Experience: 100% of vehicles receive a formal walk-through with post-care instructions at deliveryREQUIREMENTSRequired- 2 or more years of experience in a client-facing professional environment — luxury retail, premium hospitality, automotive service, or a similar setting where communication and service quality are held to a high standard- Strong verbal and written communication skills — comfortable delivering updates, managing expectations, and representing a premium brand in every interaction- Experience with scheduling software, shop management platforms, or CRM tools- Valid Virginia driver's license and clean driving record — this role involves moving client vehicles within the facility- Composure and professionalism under pressurePreferred- Prior experience at a premium automotive dealership, specialty shop, or service center- Familiarity with CRMs, project management software or similar platforms- General knowledge of automotive protection services (PPF, ceramic coating, window tint) sufficient to speak confidently with clientsWHY SIMPLE DETAILSSimple Details is not a standard shop — and this is not a standard opportunity. We serve some of the most discerning vehicle owners in Virginia, and we hold every part of the client experience to the same premium standard as the technical work we deliver. That includes the people on the front line.When you join Simple Details, you join a team that takes pride in what they do, holds each other to a high standard, and genuinely believes that how a client feels when they walk out the door matters just as much as what was done to their vehicle. We are growing, we are building something worth being a part of, and we invest in the people who show up and deliver.If you are someone who takes pride in your work and wants to be part of a team that does the same — this is the place for you.BENEFITSIn addition to health, dental, vision and life insurance benefits -after 90 days of employment, you will be eligible for the following:Paid Time Off: Five (5) days of PTO annually, accruing per pay periodUnpaid Sick Leave: Three (3) days per yearBirthday: One (1) paid day off each year — if your birthday falls on a weekend, you may take the preceding Friday offHolidays: Company-observed holidays as communicated annually by leadershipDevelopment: Access to mentorship, training, and continuous development opportunities to support your personal and professional growthIf you are ready to bring the high-level service and hospitality, apply today. We are ready to meet you.