Job Description
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.
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 incoming to 3rd party satellite locations
• Interacting with Trade and Insurance accounts to assure prompt and courteous service, including contacting leads from trade work incoming to 3rd party satellite locations
• 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 Night 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
Benefits:
• 401K
• Medical/Vision/Dental
Company Description
About MAACO®
Founded in 1972, MAACO® Auto Painting & Collision Repair is America’s #1 Bodyshop, and repairs accident damage, dents and faded paint for nearly 500,000 drivers annually. Our more than 470 independently owned and operated franchises have restored the safety and beauty of various vehicles for more than 40 years. MAACO Franchising, LLC, headquartered in Charlotte, NC, has been named the #1 automotive franchise numerous times by Entrepreneur in its Annual Franchise 500 ranking. For more information about MAACO and franchising opportunities, visit www.Maaco.com.
About MAACO®\r\nFounded in 1972, MAACO® Auto Painting & Collision Repair is America’s #1 Bodyshop, and repairs accident damage, dents and faded paint for nearly 500,000 drivers annually. Our more than 470 independently owned and operated franchises have restored the safety and beauty of various vehicles for more than 40 years. MAACO Franchising, LLC, headquartered in Charlotte, NC, has been named the #1 automotive franchise numerous times by Entrepreneur in its Annual Franchise 500 ranking. For more information about MAACO and franchising opportunities, visit www.Maaco.com.