Customer Service Expert

How It All Began
Founder and CEO/President Dan Brettler opened Car Toys' doors back in 1987 in Bellevue, Washington. It was an instant success in delivering premier mobile electronic products and service that rose above the rest. Word caught on and additional stores soon began popping up all over the Puget Sound area, and a few years later, across the nation. Today, Car Toys employs over 1,200 dedicated professionals in 52 locations throughout Washington, Oregon, Colorado and Texas.



MISSION & SCOPE:
Customer Service Experts are responsible for creating a superior customer experience every time by:
Ensuring every customer interaction is professional and utilizes the “guest service” methodology.
Providing expert product selection advice so that customers purchase products that meet their individual needs and wishes.
Meeting or exceeding all CSE customer service and performance minimum standards.
Actively establishing working relationships based on trust and mutual respect.
Demonstrating the Company Guiding Principles in all interactions with Company customers and other employees.

ESSENTIAL DUTIES & RESPONSIBILITIES
1.Customer Service
a.Provides superior, professional customer service to all customers, both on the phone and in-person.
b.Meets or exceeds all customer service minimum standards, such as adhering to the dress code, performing follow-up customer calls as per policy and sending “thank you” letters as required.
c.Builds long-term repeat relationships with customers through personal integrity, sales and product expertise.
2.Financial Performance
a.Achieves personal sales production goals; meets or exceeds performance minimum standards in all applicable sales and product categories while complying with all related policies, procedures and methods.
b.Insurance Managers grow their store’s insurance business and achieve the store’s monthly insurance goals through compliance with established business development and adjuster relationship guidelines.
3.Communication
a.While at work, speaks and acts in a professional manner at all times.
b.Participates in problem-solving and finding solutions to work issues.
c.Refuses to participate in gossip.
d.Reads Merchandising AD Notes and other store communications as soon as they’re posted and utilizes newest information in presentations to customers.
4.Marketing, Merchandising and Housekeeping
a.Keeps assigned areas of responsibilities clean, functional and to standards at all times.
b.When assigned, prices merchandise accurately, timely and performs accurate ad preparation.
c.Assist in store maintenance and projects as needed.
5.Operations
a.Completes paperwork and POS transactions timely and accurately.
b.Checks in and out of work daily, using eTime and correctly follows eTime procedures. Customer Service Experts are directly responsible for recording their time worked accurately.
c.Assists in loss prevention through awareness, attention to detail and integrity. Honors the Integrity Commitment.
d.Complies with all operational policies including those pertaining to discounting.
6.Self Development
a.Attends all scheduled training meetings, both in-store and company-wide.
b.Personally completes, timely, all appropriate CTU training and testing opportunities, whether mandatory or optional.
c.Incorporates principles and skills learned into daily work life.
d.Continues to develop sales ability and product knowledge by practicing demonstrations and sales presentations with a “mentor” and by studying product literature and becoming familiar with all products.

DIMENSIONS:
This position does not have budgetary or supervisory authority.

This position is responsible for executing pertinent group and departmental Key Metrics.

WORKING RELATIONSHIPS:
Must establish and maintain effective working relationships with supervisors and coworkers, internal and external customers. Must demonstrate effective teamwork with other store employees and with other Company employees.
REQUIREMENTS
QUALIFICATIONS:
Dependability
Assertiveness and ambition
Tenacity
Friendliness
Effective communication and interpersonal skills
Willingness to learn and accept change
Prior successful sales experience and product knowledge a plus.
Willingness to follow Company policies and procedures.
The Job Analysis for Customer Service Experts contains exact information on the physical requirements for this position.