PR Service Manager

Job Description

Duties & Responsibilities

• Maintain responsibility for the overall direction, coordination, and evaluation of direct and indirect reports in compliance with policies, procedures, asset protection, safety, and environmental codes, and laws.

• Direct, instruct, and manage team members including assigning, supervising, and appraising work; rewarding, motivating, counseling associates; addressing associate complaints and resolving problems.

• Responsible for productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance of the store; measured through various reporting tools, Team Members observations and General Manager/ District Manager feedback.

• Train and coach service selling associates on Gas 3, process Vehicle Inspections, and general operation of store systems.

• Partners as appropriate to recruit and interview talent to ensure operating efficiency and top service levels. and

• Monitor the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. Responsible to generate work orders before entering vehicle to bay, maintain work order visible on customer’s vehicle, require authorization of customers before conducting work, ensure registration of tires with DOT and DACOs stamp on invoice. Largely responsible for the overall day-to-day operations of the back shop, such as ensuring that the service staff complete vehicle inspections and proper service repairs.

• Ensure the execution of customer service standards, customer satisfaction programs, and ensure the equitable resolution of customer complaints. Follow all policies and procedures related to cash, credit, check, refund and return policies.

• Follow all policies and procedures related to all point of sale (POS) transactions, inventory integrity, reverse logistics and purchase for re-sale parts (OP) procurement and vendor payment practices.

• Partner with the Fleet business team to maintain and build Fleet service customer relationships.

• Advise Team members, technicians, and customers on tires, parts, and service programs.

• Effectively communicates with all store Team members, managers, and customers.

• Key holder and responsible for basic and detailed opening and closing responsibilities.

• Other duties as assigned.

Knowledge, Skills, and Abilities

• High school diploma or equivalent required.

• One year of experience in automotive service environment.

• Completion of a two-year college, technical program, or one to three (1-3) years of service industry experience and a minimum desired of one (1) year supervisory experience.

• Valid Driver’s License.

• Must have basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions. Ability to apply mathematical formulas to calculate commissions and discounts.

• Ability to exercise judgement and to work independently.

• Strong customer service skills.

• Ability to handle difficult customer situations.

• Comfortable utilizing up-sell techniques.

• Strong cash handling skills, including the use of POS systems.

• Strong verbal communication skills.

• Demonstrated consistency, accuracy, and follow-through.

• Ability to work days, nights, holidays, and weekends.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Physical Demands

• Must be able to lift, carry, and place merchandise and supplies up to 50 pounds without assistance.

• Frequent standing and walking for long periods of time.

• Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting.

• Climb up and down ladders to retrieve and stock merchandise.

• Communicate effectively in person, by telephone, or by using telecommunications equipment.

• Enters and locates information on computer.

• Presents information to small and large groups.

• Visually verifies information, often in small print.

• Safely operates a motor vehicle.

• Ability to work under tight time constraints, handle sensitive date and multi-task so that deadlines can be met.

• High organized and able to prioritize and manage time efficiently with the ability to handle stress in a fast-paced, deadline driven environment.

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