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Customer Service Representative

Company: Monro Muffler Brake & Service
Location: Rochester
Posted on: June 9, 2021

Job Description:

Monro, Inc., headquartered in Rochester, NY. Experience our unmatched success as the largest operator with close to 1300 auto service and tire stores coast to coast. Our market dominance is driven by teammates who exceed guest expectations and provide consistent value. Recognized as an industry leader, we are a publicly held company (NASDAQ: MNRO) with an ongoing multiyear transformational change initiatives, investing nearly $100 million in our stores, technology and our teammates.

The Monro Family of auto service and tire centers feature quality brands, the majority offering complete auto care at significant savings compared to dealers. We operate approximately 1300 stores, 98 franchised locations, 8 wholesale locations, and 3 retread facilities in 32 states. Our footprint extends from New England to the Southeast, the Mid-Atlantic to the Midwest, and now into California and the Western region.

The Customer Service Representative is responsible for delivering exceptional 5 Star service to Monro's guests by answering incoming calls and responding timely and effectively to inquiries, complaints and providing issue resolution.

Essential Functions:

  • Resolve guest complaints via phone, email, mail and social media
  • Document and maintain complaint information on database
  • Process refunds, send correspondence to guests, audit paperwork, and maintain refund files
  • Collaborate with other Departments to provide support in all areas of guest service
  • Consistently meet or exceed personal and team KPI's
  • Perform other duties as assigned

Management Responsibility:

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

Education and Experience:

High School Diploma or equivalent and a minimum of six months of customer service experience, or the equivalent combination of education and experience.

Knowledge & Skills:

  • Excellent verbal and interpersonal communication skills with the ability to speak effectively to guest 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
  • Ability to calculate basic figures such as discounts, interest, and commissions including applying concepts of basic algebra
  • 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.
  • Flexibility required to work evenings, rotating Saturdays and rotating holidays
  • 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.

All your info


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

Your next Destination!

Growth Opportunity: At Monro we're committed to helping our teammates grow their career through the combination of coursework, demonstrating skills and open opportunities. You will receive on-the-job training, company sponsored certifications, as well as course curriculum in Monro University that empowers you 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.

Keywords: Monro Muffler Brake & Service, Rochester , Customer Service Representative, Other , Rochester, New York

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