The Lead CSA is responsible for creating a Wow! Guest experience. From the time the vehicle drives on the property, to when the keys are safely handed back, this position is responsible for ensuring tailored service recommendations, quality product installation and communication of any special circumstances that impact the overall satisfaction. This leadership role is also a critical link to our Guest First strategy, building sales and gross profit within the store location by using proven methods that exceed the guest's and Jiffy Lube business needs and that realize Heartland/Jiffy Lube's vision and strategy for guest care. The CSA has the authority to coach, challenge and provide direction where guest satisfaction is concerned.
Provides and ensures excellent, professional "Guest First" care for all automotive services available
Provides and ensures a positive consultative approach during the check-in process
Ensures we accurately capture the guest's product needs and provides updates throughout the entire process to create a WOW experience
Responsible for ensuring all in the CSA role understand the range of products and services available and offers the guest options tailored specifically to meet their preventative automotive needs
Must be a team player that encourages collaboration; shares wins and feedback, creates a feeling of belonging to the guest as well as teammates.
Responsible for ensuring CSA roles maintain or exceed sales mix target while simultaneously achieving high guest satisfaction by building relationships and trust
Provides sales and guest service leadership during store meetings and team huddles
Gives impartial advice to ensure guests are aware of manufacturer-recommended service needs are met
Will have responsible for opening/closing the store
Deliver quality service at all times
Carry out other duties and projects necessary for the position
Have a valid driver's license and be able to drive vehicles