Customer Service Center Supervisor

Monro, Inc. is one of the nation’s largest auto service companies and major tire retailer. We own and operate more than 1,200 stores in 32 states and our stock trades on the Nasdaq (MNRO). The Monro family of brands includes some the most recognizable names in the industry—Monro Auto Service and Tire Centers, Mr. Tire, Tire Choice, amongst many more regional chains. Our dominance is driven by teammates who strive to provide a five-star experience and deliver consistent value to our guests and shareholders. At Monro, we understand that a 5-star guest experience begins with a 5-star teammate experience. In fact, we’re currently investing more than $100 million in store improvements, new technology, and career development through our own Monro University training platform.

Destination Monro – Your Career is Here!
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 Rochester, New York. If you like helping others, as much as you like working on cars; 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. Contact us to learn more. Destination Monro! – Your career is here.

The Customer Service Center Supervisor is responsible for ensuring that the Customer Service Center is delivering exceptional 5 Star service to Tires Now customers. This position provides direction and guidance to a team of Customer Service Center Representatives ensuring that all customer sales inquiries and questions are responded to in a timely and efficient manner in contributing to a positive customer experience.

Essential Functions:

• Direct and monitor the team to ensure effectiveness and efficiency in processing customer sales and answering customer program and product questions; work in collaboration with the wholesale locations and outside sales representatives to provide an exceptional customer order processing experience
• Answer incoming calls, process online orders from our web ordering system, answer questions on customer AR accounts, educate customers on product lines, warranties, and program details, and work in conjunction with the wholesale locations
• Serve as a product expert; complete certification with all core vendors (i.e. Hankook, Cooper, Falken, and Kumho)
• Identify and communicate issues to managers, outside sales, and BDM’s
• Consistently meet or exceed personal and team KPI’s
• Provide ongoing training and mentoring to the team to enhance selling skills and to ensure the team has the required knowledge necessary to effectively help customers
• Focus on collections and provide consistent communication with the Accounts Receivable team and each location regarding past due accounts.
• Bilingual preferred
• Other duties as assigned

Management Responsibility:

The Customer Service Center Supervisor is responsible for providing daily direction and support to the team ensuring they have what is needed to provide guests with accurate information and timely resolutions regarding sales opportunities. This position operates under the direction of the Customer Service Center Manager.

Education and Experience:

High School Diploma or equivalent and a minimum of 2 years customer service experience (call center experience preferred) in the automotive industry, or the equivalent combination of education and experience.

Knowledge & Skills:

• Excellent verbal and interpersonal communication skills with the ability to speak effectively to customers and management in person or over the phone
• Excellent written communication skills with the ability to write routine reports and correspondence
• Ability to take initiative in identifying problems, collecting data, and establishing facts in order to produce practical decisions and solutions
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram formats
• Strong guest service skills with the ability to respond effectively to the most sensitive inquires or complaints
• Basic math skills
• Ability to effectively coach, mentor and develop teammates in areas of expertise
• Working knowledge and utilization of Microsoft Office applications with the ability to learn new and existing company specific software

Work Environment & Physical Requirements:

This job operates in a call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners and fax machines.

The position requires extensive phone usage and requires the ability to see, hear, and speak.

Flexibility required to work evenings, rotating Saturdays and rotating holidays.

Benefits

• Health Insurance
• Dental Insurance
• 401K Retirement Plan with Company Match
• Paid vacation
• Paid Holidays
• Career Development
• Employee Discounts

Your next Destination!

Growth Opportunity:

At Monro we’re committed to helping our teammates grow their career through the combination of coursework, demonstrating leadership skills and open opportunities. Our Service Managers 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 Automotive Professional.

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.