Guest Care Specialist

Job Description

Job Description

Company Description

Company Info :

Monro’s family of brands is one of the leading automotive service and tire dealers in the United States. We work on approximately five million vehicles a year, but with us, it is personal.

Every guest is important, and every teammate is valued. That is our people-first approach.

Headquartered in our hometown of Rochester, New York, where our founder, Chuck August, opened his first store in 1957, we have grown to nearly 1,300 auto repair shops and tire dealers in 32 states from coast to coast.

Monro powers 16 highly respected tire and auto service brands, supporting each company’s regional strength and community connections.

From big cities to small towns to rural crossroads, you will find us in neighborhoods of every shape, size, and color.

Under the Monro banner, we are united TEAM, and share the same mission to bring our guests the highest quality tire and auto service in the industry.

Do you have what it takes to shape a better future for yourself and the automotive service industry? Our vision is to be America’s leading auto and tire centers, trusted by consumers as the best place in our neighborhoods for quality automotive maintenance and repairs.

We’re looking for motivated individuals at every stage in their career who share our vision. Positions are available in our retail locations across our many brands, in field management, and in store operations at our Store Support Center in Rochester, New York.

If you like helping others, as much as you like working on cars; if you enjoy being part of a team, solving problems, and building guest relationships, if you value honesty and integrity - we have a Destination for you at Monro.

Destination Monro -Your Career is Here!

Job Description

Salary Range : $18.00 - $20.00 per hour - Based on experience.

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, assists 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. Works 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.

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, assists 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. Works 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)
• One (1) year of sales experience needed.
• Strong verbal communication skills, able to accurately write sales work orders and effectively explain services to guests.

Profile Summary :

• 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.
• Strong problem-solving skills.
• Ability to work, Days, Evenings, Weekends, Holidays

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 :

Must be able to frequently lift, carry, and place merchandise and supplies up to 50 pounds without assistance.

Frequent standing and walking for long periods of time.

Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting.

Climb up and down ladders to retrieve and stock merchandise.

Communicate effectively in person, by telephone, or by using telecommunications equipment.

Enter and locate information on computer.

Safely operates a motor vehicle.

Additional Information

Benefits :

• Paid vacation and holidays for Full Time teammates
• 401k eligibility immediately upon hire
• Direct Deposit
• Employee Discounts
• Healthcare, Vision, and Dental for Full time teammates
• Employee Access Perks
• Career Advancement Opportunities

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon the Company’s needs.

Monro Inc. is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and / or expression, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.

Your next Destination!

Growth Opportunity :

At Monro we’re committed to helping our teammates grow their career through the combination of coursework, demonstrating leadership skills and open opportunities.

Our teammates receive on-the-job training, company sponsored certifications, as well as course curriculum in Monro University that empowers them to advance to the next level of their careers.

Monro, Inc. is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.