Lead Customer Service Advisor

Company Name:
Heartland Automotive dba Jiffy Lube
Job Description
Job Title: Lead CSA
Location: Field
Reports To: Service Manager
Salary Range: TBD
Exemption Status: Non-Exempt
Primary Purpose of Job
The Lead CSA 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 ensuring tailored service recommendations, quality product installation and communication of any special circumstances that impact the overall satisfaction. This leadership role is also a critical link to our Guest First strategy, 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 Heartland/Jiffy Lubes vision and strategy for guest care. The CSA has the authority to coach, challenge and provide direction where guest satisfaction is concerned.
Key Responsibilities:
Provides and ensures excellent, professional Guest First care for all automotive
Provides and ensures a positive consultative approach during the check-in process
Ensures we accurately capture the guests product needs and provides updates throughout the entire process to create a WOW experience
Responsible for ensuring all in the CSA role understand the range of products and services available and offers the guest options tailored specifically to meet their preventative automotive needs
Must be a team player that encourages collaboration; shares wins and feedback, creates a feeling of belonging to the guest as well as teammates.
Responsible for ensuring CSA roles 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
Will have responsible for opening/closing the store
Deliver quality service at all times
Carry out other duties and projects necessary for the position
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!
Must be CSA certified
Please apply to this position at the following website:

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