(USA) Tire and Battery Service Advisor

About the Role

This role focuses on providing expert member service and driving sales and service excellence within the Tire and Battery Center (TBC). It involves assisting members with purchasing decisions, resolving concerns, managing service workflow, and leveraging technology to enhance operations.

Key Responsibilities

• Maintains facility and sales floor safety and standards by adhering to all safety policies and procedures.
• Ensures the TBC sales floor is organized, stocked, zoned, and merchandised according to company policies.
• Presents and maintains merchandise presentation by stocking, setting up, cleaning, and organizing product displays.
• Monitors the status of tire and battery orders daily and assists members with appointments for installation.
• Communicates lead time changes and order cancellations to members and makes alternative suggestions.
• Assists members with tire maintenance and repair services.
• Provides expert member service and recommendations by greeting members, identifying needs, and assisting with purchasing and service decisions.
• Uses Sam’s Garage, product knowledge, and reference materials to recommend suitable tire and battery products, explain warranties, and ensure member satisfaction.
• Drives sales and service excellence by communicating the value of merchandise and services and collaborating with associates to promote TBC offerings.
• Triages and prioritizes service workflow in TBC service bays, identifying waiting members and understanding service time requirements.
• Prioritizes TBC service appointments to maximize service efficiency.
• Re-prioritizes members and makes recommendations to the TBC Team Lead or Technicians to meet service needs.
• Leverages technology to enhance operations and engagement using digital tools and handheld devices.
• Serves as a brand advocate by valuing the member's experience and modeling high-quality service and products.
• Develops and influences team members, understanding roadblocks and assisting in training.
• Completes vehicle service requests and tests.
• Operates TBC equipment properly and safely.
• Receives, stores, and disposes of merchandise and supplies.
• Completes and maintains documents.
• Demonstrates strong interpersonal skills and the ability to engage with people effectively.
• Operates hardware (e.g., cash registers), processes member purchases, and assists in payments, returns, refunds, and exchanges.
• Complies with company policies, procedures, and standards of ethics and integrity.
• Completes work assignments and priorities by using policies, data, and resources.
• Adheres to safety and security guidelines and related laws and regulations when handling TBC products and providing TBC services.
• Provides correct information to members on TBC goods and services.
• Provides TBC services and meets member needs in a timely manner.
• Reports TBC complaints, safety hazards, and problems with products, services, and work areas.
• Uses TBC equipment and supplies correctly and completes required documentation.
• Follows proper procedures to prevent shrink and follows applicable laws and regulations when selling items to members.
• Assists members with payment methods, return policies, and location of items when asked.
• Uses the cash register and completes member sales in a timely manner.
• Reports complaints, shrink issues, and problems with products, services, and work areas.

Requirements & Tech Stack

• Valid state-issued driver's license
• 18 years of age or older
• Sam’s Garage
• Point-of-Sale systems
• TPMS (Tire Pressure Monitoring systems)
• Digital tools and handheld devices

Qualifications

• Auto service industry experience (preferred)
• Retail experience (preferred)
• Knowledge of safety and compliance protocols
• Knowledge of tire and battery industry guidelines
• Knowledge of service standards
• Knowledge of equipment operations
• Knowledge of product specifications
• Knowledge of seasonality
• Knowledge of phone and in-person selling techniques
• Strong interpersonal skills
• Ability to effectively engage with people, including handling challenging situations with professionalism and empathy.
• Ability to work as a team and build strong, trusting relationships.
• Ability to communicate with impact, energy, and positivity.
• Ability to help, develop, and mentor others.
• Ability to recognize others’ contributions and accomplishments.
• Ability to maintain and promote the highest standards of integrity, ethics, and compliance.
• Ability to hold oneself and others accountable.
• Ability to make decisions based on reliable information.
• Ability to balance short- and long-term priorities.
• Curiosity and a desire to learn.
• Courage and resilience.
• Desire for continuous improvement.
• Openness to and use of new technologies and skills.
• Ability to support others through change.