Guest Care Specialist

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.