Guest Care Specialist

Monro Muffler Brake Inc. • Dearborn, MI, United States • $200k - $250k / year • 1w ago

Monro Inc. is a leader in the automotive maintenance and repair services industry. We are the country’s top company-owned automotive repair chain, and our success is driven by employing great people who commit every day to putting our guests first--selling them only what they need and making sure the work performed on their cars is done right the first time, every time.

Founded in 1957 in Rochester, New York, we now have over 1,300 company-owned locations servicing over four million cars each year in the US in 28 eastern and mid-western states. Monro offers our guests a wide range of tire choices and repair services, such as exhaust, brake, suspension, alignment, ride control, tire, battery, electrical, air conditioning, and scheduled maintenance services under several leading brands. We are a publicly traded company and a top performer on the NASDAQ both in our results and our return to our investors.

Job Description

About The Role:

The Guest Care Specialist role is full time or part-time and is an hourly position based upon needs of the business. The Guest Care Specialist is a key holder for the store and serves as the manager on duty (MOD) in the absence of the Store Manager, or when demand requires it. The Guest Care Specialist is expected to provide a superior Guest Care experience and assist in driving sales of automotive repair services and tires. This position is expected to contribute to the growth of the business through strong sales presentations to our guests and product and service knowledge. Guest Care Specialists must be comfortable answering the phone, inviting guests into our store, and making guests feel welcome during their visit.

Pay Rate: $16.00 to $19.00 Hourly

Responsibilities:

Successfully complete Monro's training program to enable Guest Care Specialist to execute the Monro selling process.
First point of contact for guests on the phone and in the store. Responsible for engaging guests, scheduling appointments, building trust, understanding needs, communicating processes and timelines, and presenting needed services following the Monro selling process.
Responsible for the organization and productivity of the service business through estimate and invoice transactions.
Under the direction of management, assist in various aspects of guest care, work order completion and register assistance, facility maintenance, and outside purchase ordering.
This position is a secondary key carrier responsible for basic and detailed opening and closing responsibilities.
Follow all policies and procedures related to cash, credit, check, refund and return policies. Work with the management team to react to guest service issues, guest complaints, and/or business opportunities.
Able to understand and effectively communicate all products and services Monro offers to guests.
Understand and adhere to company policies and procedures, Governmental standards including environmental codes and ANSI/OSHA standards. Consistent use of all required safety standards set forth in training and policies and procedures.
Partner with Management to produce a safe and health work environment that complies with all local, state, and federal laws, as well as with company policies and procedures.
Maintain an organized and neat guest waiting area.
Other duties as assigned.

Qualifications

Qualifications:

High school diploma or equivalent required.
Must possess a current valid driver’s license and have a satisfactory Motor Vehicle Report (MVR).
Strong verbal communication skills, able to accurately write sales work orders and effectively explain services to guests.
Strong problem-solving skills.

Work Environment & Physical Requirements:

This job operates in an automotive shop environment. The job will have exposure to a moderate noise level, adverse weather conditions, chemicals, odors, dirt, and dust. General Service Technicians must be able to complete the following but not limited to:

Possess a strong focus on providing excellent guest service.
Must be able to communicate clearly and professionally, both verbally and in writing.
Must be able to develop a good understanding of the products or services being offered to guests.
Possess basic sales skills.
Must be able to think critically and find effective solutions to address guest concerns or resolve issues.
Able to effectively manage time and can handle multiple priorities or various tasks at one time.
Able to collaborate with others, work well with teammates, provide support when needed.