Guest Care Specialist

2 weeks ago

Riverview, Florida, 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 is based on the needs of the business and requires a strong focus on guest satisfaction.

Key Responsibilities
  • Guest Service: Provide a superior guest experience, answering phone calls, inviting guests into the store, and making them feel welcome during their visit.
  • Sales and Product Knowledge: Develop a good understanding of the products and services offered to guests, including tire and brake services, and effectively communicate these to customers.
  • Service Business Management: Assist in the organization and productivity of the service business, including estimate and invoice transactions.
  • Facility Maintenance and Support: Assist with various aspects of guest care, work order completion, register assistance, facility maintenance, and outside purchase ordering.
  • Secondary Key Carrier: Perform basic and detailed opening and closing responsibilities, including cash handling and register operations.
  • Guest Service Issues and Opportunities: Work with management to react to guest service issues, complaints, and business opportunities.
Requirements
  • Education: High school diploma or equivalent required.
  • Driver's License and MVR: Must 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. Strong problem-solving skills to address guest concerns and resolve issues.
  • Availability: Ability to work days, evenings, weekends, and holidays.
Work Environment and Physical Requirements

This job 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.

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