Store Manager of Service - Military Veterans

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Position SummaryResponsible for achieving expected sales goals across the service labor, parts, and fleet business and providing superior customer service through in-store execution of programs, initiatives and standards. The position is directly responsible for maintaining adequate shop productivity. The Store Manager will recruit, hire, develop, and provide inspirational leadership and direction to the service selling and back shop teams. An individual in this position will be expected to perform additional related job responsibilities as needed and assigned. This position has been designated as a safety-sensitive position.u00a0Duties & Responsibilities nMaintain responsibility for the overall direction, coordination, and evaluation of direct and indirect reports in compliance with policies, procedures, loss prevention, safety, and environmental codes, and laws.nDirect, instruct, and manage a team of associates, including assigning, supervising, and appraising work; rewarding, motivating, counseling and disciplining associates; addressing associate complaints and resolving problems.nResponsible for productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance of the store; measured through various reporting tools, associates observations and Area Director feedback.nTrain and coach service selling associates on Customer Care Process, Courtesy Vehicle Inspections (CVIs), and general operation of store systems.nKeep store staffing and talent at optimal levels to ensure operating efficiency and top service levels. Source key shop (technician) and selling positions regularly in order to have talent readily available for increased staffing and customer needs. Partners as appropriate to interview, hire, demote, and promote external and internal candidates.nMonitor the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. Largely responsible for the overall day-to-day operations of the back shop, such as ensuring that the service staff complete CVIs and proper service repairs.nEnsure the execution of customer service standards and 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.nFollow 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.nPartner with the Fleet business team to maintain and build Fleet service customer relationships.nAdvise associates, technicians, and customers on tires, parts and service programs.nEffectively communicates with all store associates, managers, and customers.nKey holder and responsible for basic and detailed opening and closing responsibilities.nOther duties as assigned.nnu00a0Knowledge, Skills, and AbilitiesnHigh school diploma or equivalent required.nOne year of experience in automotive service environment.nCompletion of a two-year college, technical program, or one to three (1-3) years of service industry experience and a minimum of one (1) year supervisory experience.nValid Driver's License.nMust 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.nActed as a work lead or supervisor previously.nAbility to exercise judgement and to work independently.nStrong customer service skills.nAbility to handle difficult customer situations.nComfortable utilizing up-sell techniques.nStrong cash handling skills, including the use of POS systems.nStrong verbal communication skills.nDemonstrated consistency, accuracy and follow-through.nAbility to work Days, Nights, Holidays and Weekends.nnu00a0Physical Demands/Work EnvironmentThe 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.u00a0Physical DemandsnMust be able to lift, carry, and place merchandise and supplies up to 50 pounds without assistance.nFrequent standing and walking for long periods of time.nFrequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting.nClimb up and down ladders to retrieve and stock merchandise.nCommunicate effectively in person, by telephone, or by using telecommunications equipment.nEnters and locates information on computer.nPresents information to small and large groups.nVisually verifies information, often in small print.nSafely operates a motor vehicle.nAbility to work under tight time constraints, handle sensitive date and multi-task so that deadlines can be met.nHigh organized and able to prioritize and manage time efficiently with the ability to handle stress in a fast-paced, deadline-driven environment.nn

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