Retail Customer Experience Concierge

Sullivan Tire & Auto Service • Norwell, MA

5d

About The Position

Sullivan Tire, an employee-owned company, is currently seeking a Retail Customer Experience Concierge. In this position, you will provide our customers with a high level of customer service, achieve or exceed Net Promoter Score (NPS) standards and sales objectives/goals. You will maintain a professional showroom, preform administrative tasks, transport customers to and from assigned Sullivan Tire location, and manage inventory at assigned location to meet or exceed our customers’ expectations.

Requirements

• Minimum of high school diploma or equivalent with 1 year of sales experience.
• Valid Driver’s License
• Clean driving record
• Positive and supportive in team environment
• Consistently provides a high-level customer experience
• Working knowledge of VAST, Microsoft Office, and our internal software applications
• Strong telephone techniques and etiquette
• Self-starter and self-motivated. Strong desire to succeed and continually learn
• High level of interpersonal communication skills
• The ability to maintain a calm demeanor even under stressful and demanding circumstances
• Demonstrate passion about our brand and products.
• Focus on safety and customers at all times
• Excellent listening/communication skills, outgoing and positive personality
• Extremely reliable and dependable working towards the ability to anticipate, recognize and act upon and fulfill customer requests and needs

Responsibilities

• Service our customer by providing high level of customer focus achieving or exceeding Net Promoter Score (NPS) standards and sales objectives/goals by: a. Answering phone, greeting customers, scheduling appointments, taking messages/follows up calls b. Providing basic knowledge of tire product and automotive service. c. Responsive and flexible to meet customer’s expectations
• Handle administrative tasks related to servicing customers’ vehicle needs utilizing resources, tools/software systems, and standard operating procedures including but not limited to: a. Creating work orders and processing customer invoices in POS system b. Processing credit authorizations and rebates c. Working on Issues sheets d. Labor warranties e. Master software systems & applications, in particular the retail tablets, to drive customer satisfaction
• Ensure the safety our customers when transporting them from Sullivan Tire to their requested destinations in a timely manner in compliance of all laws, Sullivan Tire policies and safety rules and procedures.
• Create a customer friendly environment by adhering to all policies regarding personal appearance and shop cleanliness
• Manage the inventory for assigned location which includes stocking tires and auto parts in a timely manner, lifting up to 50 pounds, and maintaining a neat and organized stock room

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees