Inside Sales Representative

Company Description

Monro’s family of brands is one of the leading automotive service and tire dealers in the United States. We work on approximately five million vehicles a year, but with us, it is personal. Every guest is important, and every teammate is valued. That is our people-first approach. 

Headquartered in our hometown of Rochester, New York, where our founder, Chuck August, opened his first store in 1957, we have grown to over 1,100 auto repair shops and tire dealers in 32 states from coast to coast. Monro powers 16 highly respected tire and auto service brands, supporting each company’s regional strength and community connections. From big cities to small towns to rural crossroads, you will find us in neighborhoods of every shape, size, and color. 

Under the Monro banner, we are united TEAM and share the same mission to bring our guests the highest quality tire and auto service in the industry. 

Do you have what it takes to shape a better future for yourself and the automotive service industry? Our vision is to be America’s leading auto and tire centers, trusted by consumers as the best place in our neighborhoods for quality automotive maintenance and repairs. We’re looking for motivated individuals at every stage in their career who share our vision. Positions are available in our retail locations across our many brands, in field management, and in store operations at our Store Support Center in Fairport, New York. If you like helping others, if you enjoy being part of a team, solving problems, and building guest relationships, if you value honesty and integrity - we have a Destination for you at Monro.

Destination Monro -Your Career is Here!

Job Description

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 appointments. In 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 w