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Guest Care Specialist

2 months ago

Northampton, Massachusetts, United States Monro Muffler Brake Full time
About Monro Muffler Brake

Monro Muffler Brake is a leader in the automotive maintenance and repair services industry. We are committed to putting our guests first and providing them with the best possible experience.

The Role

We are seeking a Guest Care Specialist to join our team. As a Guest Care Specialist, you will be the first point of contact for our guests and will be responsible for engaging them, scheduling appointments, and presenting needed services. You will also be responsible for the organization and productivity of the service business through estimate and invoice transactions.

Responsibilities
  • Successfully complete Monro's training program to enable you 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.
  • 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.
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.
  • 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.

What We Offer

At Monro Muffler Brake, we are 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.