Inside Sales Representative

The Inside Sales & Guest Service Representative is responsible for making outbound calls to guests who recently received automotive service but declined recommended repairs or maintenance. The primary goal is to re-engage these guests educate them on the importance of the declined services and schedule return addition this role handles inbound and outbound guest service communications to resolve issues answer questions and ensure overall customer satisfaction. This position plays a vital role in building guest loyalty by combining sales proficiency with exceptional customer service and product knowledge to promote retention and revenue growth.

Compensation:  The hourly range for this role is $17.00 - $20.00.  This role is eligible for additional compensation and incentives.  Pay will be determined based on experience level. 

Essential Functions:

• Make outbound phone calls to guests with previously declined automotive services to encourage completion of recommended repairs or maintenance.
• Effectively communicate the benefits and urgency of completing recommended work overcoming objections through active listening and persuasive conversation.
• Schedule appointments for guests with the appropriate service advisor or department.
• Respond promptly and professionally to inbound calls emails and messages from guests regarding service inquiries complaints and general information.
• Document all guest interactions follow-ups and outcomes accurately within the CRM or designated tracking system.
• Collaborate with service advisors technicians and management to ensure seamless guest experiences and consistent communication.
• Maintain up-to-date knowledge of automotive services promotions and warranty programs to provide accurate information to guests.
• Meet or exceed established key performance indicators (KPIs) including contact rate conversion rate customer satisfaction and revenue goals.
• Assist in processing guest refunds adjustments and goodwill gestures as needed.
• Support the Guest Services team with other administrative or customer support duties as assigned.

Management Responsibility:

The Guest Service Representative is an individual contributor to the team and operates under the general direction of the Senior Director of Guest Service.

Qualifications :

Education and Experience:

High School Diploma or equivalent and a minimum of one year in sales and customer service preferably in an automotive retail or call center environment. Experience with CRM systems or call-tracking software is strongly preferred. Or the equivalent combination of education and experience.

Knowledge & Skills:

• Excellent verbal communication and interpersonal skills with the ability to connect and build rapport over the phone.
• Strong written communication skills for documentation and email correspondence.
• Ability to listen actively empathize with guests and respond effectively to inquiries or complaints.
• Proven sales aptitude with the ability to explain technical information clearly and persuasively.
• Strong problem-solving and decision-making skills with the ability to handle objections professionally.
• Basic math and computer skills including proficiency with Microsoft Office Suite and company-specific applications.
• Detail-oriented with strong organizational skills and the ability to multitask in a fast-paced environment.

Work Environment & Physical Requirements:

This job operates in a professional office environment and routinely uses standard office equipment such as computers phones photocopiers and fax.
Ability to work occasional Saturdays as business needs require
Must be able to sit for extended periods and manage a high volume of phone calls daily.

Additional Information :

Benefits  

• Health Insurance  
• Dental Insurance 
• 401K Retirement Plan with Company Match 
• Paid vacation 
• Paid Holidays 

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Growth Opportunity:

At Monro were 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.

Remote Work :

Yes

Employment Type :

Full-time