Central Receptionist

• Reports To: Director of Customer Experience
• Location: Buffalo, NY
• FLSA Status: Non Exempt
• Base Wage: $18/hr
• Potential Compensation with bonus and/or commission: N/A

The West Herr Way:

At West Herr, we’re all about our customers – Listening to their wants and needs, being honest and respectful, and helping them to accomplish their desired vehicle purchase. It’s not about the sale, it’s about the people. Because we don’t sell, we serve. That’s the West Herr way.

What To Expect:

The Central Receptionist at West Herr serves as the first point of contact for customers, delivering a consistent, high-quality, brand-aligned experience over the phone. Although not physically customer-facing, the role requires the same level of professionalism, hospitality, and care expected in-store. The position focuses on handling calls efficiently, identifying customer needs, routing inquiries quickly, and ensuring every interaction reflects a strong commitment to customer experience.

In this role, the receptionist answers incoming calls promptly with a warm, welcoming tone, using structured scripts and polished language to maintain consistency. They are responsible for actively listening, asking clarifying questions, and ensuring seamless call transfers, so customers feel supported at every step. The role also involves managing escalations by identifying urgent situations and connecting customers with the right resources, all while maintaining composure and a sense of urgency in a high-volume environment.

Additionally, the Central Receptionist supports communication between the call center and dealership teams, ensuring clear and effective coordination to resolve customer concerns. The position requires strong accountability, attention to detail, and time management, along with the ability to balance customer needs with operational realities. Overall, success in this role depends on a customer-first mindset, professionalism under pressure, and a consistent ability to deliver a “white-glove” experience through every phone interaction.