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Lead Customer Service Advisor

Job Description

Jiffy Lube has full and part-time Lead Customer Service Advisor positions available!

Job Description


Job Title:               Lead CSA

Location:                Field

Reports To:            Service Manager

Salary Range:        TBD

Exemption Status: Non-Exempt



Primary Purpose of Job


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.


 Key Responsibilities:                                                                                    

  • 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



Position Requirements:


  • Professional experience in the automotive services business

  • Experience in retail, restaurant or hospitality industry where providing exceptional customer service and interacting well with others is the expectation

  • Required to be a professional individual and uphold a clean appearance at all times

  • Enjoys and is energized by a fast paced, high performance retail environment

  • Can analyze, comprehend and recommend financial objectives that help increase sales and service results

  • Has a “Guest First" mindset and is especially interested in solving difficult service experiences

  • Subject matter expert in such areas as vehicle safety rules, operations manuals and maintenance instructions necessary

  • Must have a valid driver’s license

  • Must pass a pre-employment drug and criminal history background check

  • Equal opportunity and veteran friendly employer!

  • Must be CSA certified


Job Requirements

(This is not an all-inclusive list)


All Employees Must:

*    Be able to read, write and speak English.
*    Be able to pass a background check and drug test.
*    Possess a valid driver's license.
*    Be able to stand on concrete or metal surfaces for extended periods of time

*    Be able to work in an environment that frequently experiences extreme hot and cold 
      temperatures, loud noises and exhaust fumes.
*    Be able to lift and move inventory items, trashcans and other work-related items (up to 50 lbs.)
*    Be able to work at a rapid pace for long periods of time (typically no longer than 8 hours).
*    Be able to push, pull, pull-up, bend at the knees and waist, twist body at the waist, raise and
      hold arms overhead, turn head / neck / shoulders as needed, grasp and hold tools and other
      items with hands -- all for extended periods of time or many times throughout the work shift.


                    Reasonable accommodation will be provided under appropriate circumstances
                                                      and in accordance with applicable law.

Job Snapshot

Post Date 9/15/2014
Location Mission, KS
Other Pay Benefits Available and Monthly Bonus Opportunity
Employment Type Full-Time/Part-Time
Job Type Automotive, Retail, Installation - Maint - Repair
Education Not Specified
Experience None
Manages Others No
Relocation No
Industry Automotive - Motor Vehicles - Parts, Retail
Required Travel Not Specified
Job ID 25 - LCSA
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