The Customer Service Sales / Estimator Associate will be accountable and responsible for all Sales, Customer Service and Satisfaction activity of a MAACO Center with primary responsibilities for estimating paint/repair service and closing in a retail sales environment, all under the direction of the GM / Sales Manager.
Pay is Salary or set Hourly Rate. UNCAPPED quarterly BONUS, based on sales performance!
Roles and Responsibilities include, but are not limited to:
· Cultivating all leads, handling prospect telephone inquiries utilizing Maaco’s telephone track procedure to convert inquiries into estimates to appointments, entering appropriate information, and responding to all digital inquiries, achieving a minimum prospect appointments show rate of 90%, and following-up with “no-shows”
· Executing Maaco’s Sales Track and electronically inputting all estimates, achieving 65% or better Retention
· Following up promptly on all appointments, recycling unretained customers, and updating customers’ status
· Providing a friendly initial contact for all prospects/customers, whether on the phone or in person at a center, and contacting customers to schedule deliveries and collection of payments
· Affording all customers courteous treatment, providing fair and honest written estimate, and set reasonable expectations for our services using ‘Total Honest Communication’ to assure customer satisfaction
· Actively pursuing retail leads from trade work
· Interacting with Trade and Insurance accounts to assure prompt and courteous service, including contacting leads from trade work
· Working to attain daily, weekly, monthly, and yearly sales objectives of the center as defined by management
· Tracking daily and weekly performance and being prepared to review with management.
· Participating in outside or special sales events as set by management
· Managing vehicles intake check-in; ascertaining paint formulas, ensuring it accompanies the Repair Order, and marking vehicles and repair orders clearly to assure accurate and complete communication with shop staff
· Managing customer satisfaction and delivery of vehicles to assure customer satisfaction, referrals, and repeat
· Ordering, tracking, following-up on, receiving, and confirming parts are correct, checking parts cost and profit margin, returning unused parts and following-up on credits, tracking via MIS and utilizing organizer system
· Maintain CCC, OneMaaco MIS reports (Telephone Log, Appointment Calendar, Paintline Status Update, Parts Status Update, Daily End of Day, Friday Weekly Close, etc).
· Creating urgency in the shop to achieve production volume and turn-around time goals
· Working collaboratively with Production staff to achieve efficiency and quality standards
· Prepare mailings for follow-up on retail estimates, past customers, trade/fleet prospects, and field all phone calls to the center, directing to the appropriate parties
Completing special projects and administratively assisting the Managers to ensure smooth center operation
Pay: From $40,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: In person
