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Guest Care Specialist

2 months ago

Tampa FL USA, United States Monro, Inc. Full time
About the Role

The Guest Care Specialist is a key member of our team, responsible for providing exceptional customer service and driving sales of automotive repair services and tires. As a full-time or part-time hourly position, this role requires strong communication skills, problem-solving abilities, and a focus on delivering a superior guest experience.

Responsibilities
  • Guest Service and Sales: Provide a welcoming and informative experience for guests, answering questions, and presenting services and products in a clear and concise manner.
  • Phone and In-Person Interactions: Serve as the first point of contact for guests, engaging them, scheduling appointments, and building trust.
  • Service Business Management: Assist in organizing and managing the service business, including estimate and invoice transactions.
  • Facility Maintenance and Support: Perform various tasks to maintain a clean and organized store environment, including facility maintenance and outside purchase ordering.
  • Key Carrier Responsibilities: Assist with basic and detailed opening and closing responsibilities, including cash handling and register assistance.
  • Guest Service Issues and Opportunities: Work with management to address guest service issues, complaints, and business opportunities.
  • Product and Service Knowledge: Develop a strong understanding of Monro's products and services to effectively communicate with guests.
Requirements
  • Education: High school diploma or equivalent required.
  • Driver's License and MVR: Possess a current valid driver's license and have a satisfactory Motor Vehicle Report (MVR).
  • Communication and Problem-Solving Skills: Strong verbal communication skills, able to accurately write sales work orders, and effectively explain services to guests.
  • Availability: Ability to work days, evenings, weekends, and holidays.
Work Environment and Physical Requirements

This role operates in an automotive shop environment, with exposure to moderate noise levels, adverse weather conditions, chemicals, odors, dirt, and dust. General Service Technicians must be able to complete various tasks, including but not limited to:

  • Providing excellent guest service.
  • Communicating clearly and professionally, both verbally and in writing.
  • Developing a good understanding of the products or services being offered to guests.
  • Thinking critically and finding effective solutions to address guest concerns or resolve issues.
  • Effectively managing time and handling multiple priorities or various tasks at one time.
  • Collaborating with others, working well with teammates, and providing support when needed.