Customer Sales Advisor
The Customer (Guest) Sales Advisor is responsible for creating a Wow! guest experience. From the time the vehicle drives on the property, to when the keys are safely handed back, this position is responsible for making tailored service recommendations, ensuring quality product installation and work performed by service technicians and communicating to the guest any special circumstances that impact the overall satisfaction. This role is also a critical link to building sales and gross profit within the store location by using proven methods that exceed the guests and Jiffy Lube business needs and that realize out Heartland/Jiffy Lubes vision and strategy for guest care.
Job Specification
Key
Responsibilities:
Provides excellent, friendly Guest First care for all automotive services available
Offers a positive consultative approach during the check-in process
Accurately captures the guests product needs and provides updates through the entire process to create a Wow! experience
Responsible for understanding the range of products and services available and offers the guest options tailored specifically to meet their preventative automotive needs
To maintain or exceed sales mix target while simultaneously achieving high guest satisfaction by building relationships and trust
Provides sales and guest service leadership during store meetings and team huddles
Gives impartial advice to ensure guests are aware of manufacturer-recommended service needs are met
Deliver quality service at all times
Carry out other duties and projects necessary for the position
JOB REQUIREMENTS
Customer Sales Advisor
Position Requirements:
Professional experience in the automotive services business
Experience in retail, restaurant or hospitality industry where providing exceptional customer service and interacting well with others is the expectation
Required to be a professional individual and uphold a clean appearance at all times
Enjoys and is energized by a fast paced, high performance retail environment
Can analyze, comprehend and recommend financial objectives that help increase sales and service results
Has a Guest First mindset and is especially interested in solving difficult service experiences
Subject matter expert in such areas as vehicle safety rules, operations manuals and maintenance instructions necessary
Must have a valid drivers license
Must pass a pre-employment drug and criminal history background check
Equal opportunity and veteran friendly employer!
Core Behaviors:
Guest First mentality The C(G)SA has a sense of urgency in greeting, communicating and providing status updates to guests from time on property until keys are handed back. They follow guest practices as outlined and are a key link to improving CSS scores for the store, and ensure the guest will return based on the experience provided.
Applies Business Discipline The C(G)SA is savvy in understanding how to determine what needs are most appropriate for the guest and makes recommendations and options that are beneficial for the vehicle. In making recommendations, the GSA is focused on what products and services bring in the best margin suited for the situation being cautious to never cross a line of offering too many or unrelated services.
Demonstrates Business Acumen The C(G)SA understands how the business works, is an expert on products and services and where their work has a direct impact on the P&L statement to improve results for the store. They know how to build business during the day at the store and in the surrounding area and communities served. They know the competition and how to best perform in the marketplace. Performance will be based on guest, sales building, and other critical measurements.
Builds Effective Relationships The C(G)SA highly values relationships at all levels of the organization. They are a team player that encourages collaboration; shares wins and feedback, creates a feeling of belonging to the guest as well as teammates. This position understands the necessary details for how each function works together and can make or break the guest experience. They partner with store level and other management to have effective relationships inside and outside the store, all culminating with a Wow! experience that brings the guest back.
Pursues Learning & Growth The C(G)SA has a continuous improvement learning mentality. They start with Heartland/Jiffy Lube training initiatives and build on experience and share best practices with others that help improve both the guest experience and grow the business. This person knows personal strengths, opportunities and limits and gains insight to develop from previous experiences.
Communicates Effectively The C(G)SA builds trust with guests and teams by understanding how to adapt communication style in various situations. Ultimately ensuring the guest experience will bring repeat business, this person is responsible for helping guests make informed decisions regarding service. Communication is also a critical partnership with the service and management teams to create great experiences that grow the business. This position will also ensure outreach into the community and adapts style appropriately.Estimated Salary: $20 to $28 per hour based on qualifications.
Job Specification
Key
Responsibilities:
Provides excellent, friendly Guest First care for all automotive services available
Offers a positive consultative approach during the check-in process
Accurately captures the guests product needs and provides updates through the entire process to create a Wow! experience
Responsible for understanding the range of products and services available and offers the guest options tailored specifically to meet their preventative automotive needs
To maintain or exceed sales mix target while simultaneously achieving high guest satisfaction by building relationships and trust
Provides sales and guest service leadership during store meetings and team huddles
Gives impartial advice to ensure guests are aware of manufacturer-recommended service needs are met
Deliver quality service at all times
Carry out other duties and projects necessary for the position
JOB REQUIREMENTS
Customer Sales Advisor
Position Requirements:
Professional experience in the automotive services business
Experience in retail, restaurant or hospitality industry where providing exceptional customer service and interacting well with others is the expectation
Required to be a professional individual and uphold a clean appearance at all times
Enjoys and is energized by a fast paced, high performance retail environment
Can analyze, comprehend and recommend financial objectives that help increase sales and service results
Has a Guest First mindset and is especially interested in solving difficult service experiences
Subject matter expert in such areas as vehicle safety rules, operations manuals and maintenance instructions necessary
Must have a valid drivers license
Must pass a pre-employment drug and criminal history background check
Equal opportunity and veteran friendly employer!
Core Behaviors:
Guest First mentality The C(G)SA has a sense of urgency in greeting, communicating and providing status updates to guests from time on property until keys are handed back. They follow guest practices as outlined and are a key link to improving CSS scores for the store, and ensure the guest will return based on the experience provided.
Applies Business Discipline The C(G)SA is savvy in understanding how to determine what needs are most appropriate for the guest and makes recommendations and options that are beneficial for the vehicle. In making recommendations, the GSA is focused on what products and services bring in the best margin suited for the situation being cautious to never cross a line of offering too many or unrelated services.
Demonstrates Business Acumen The C(G)SA understands how the business works, is an expert on products and services and where their work has a direct impact on the P&L statement to improve results for the store. They know how to build business during the day at the store and in the surrounding area and communities served. They know the competition and how to best perform in the marketplace. Performance will be based on guest, sales building, and other critical measurements.
Builds Effective Relationships The C(G)SA highly values relationships at all levels of the organization. They are a team player that encourages collaboration; shares wins and feedback, creates a feeling of belonging to the guest as well as teammates. This position understands the necessary details for how each function works together and can make or break the guest experience. They partner with store level and other management to have effective relationships inside and outside the store, all culminating with a Wow! experience that brings the guest back.
Pursues Learning & Growth The C(G)SA has a continuous improvement learning mentality. They start with Heartland/Jiffy Lube training initiatives and build on experience and share best practices with others that help improve both the guest experience and grow the business. This person knows personal strengths, opportunities and limits and gains insight to develop from previous experiences.
Communicates Effectively The C(G)SA builds trust with guests and teams by understanding how to adapt communication style in various situations. Ultimately ensuring the guest experience will bring repeat business, this person is responsible for helping guests make informed decisions regarding service. Communication is also a critical partnership with the service and management teams to create great experiences that grow the business. This position will also ensure outreach into the community and adapts style appropriately.Estimated Salary: $20 to $28 per hour based on qualifications.
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