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About the Role

Responsible for achieving expected sales goals across service labor, parts, and fleet business, and providing superior customer service through in-store execution of programs, initiatives, and standards. This position is directly responsible for maintaining adequate shop productivity and will recruit, hire, develop, and provide inspirational leadership to the service selling and back shop teams. This position has been designated as a safety-sensitive position.

Responsibilities

• Maintain 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.
• Direct, 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.
• Responsible for store productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance.
• Train and coach service selling associates on the 'Customer Care Process', Courtesy Vehicle Inspections (CVIs), and general operation of store systems.
• Keep store staffing and talent at optimal levels to ensure operating efficiency and top service levels.
• Source key shop (technician) and selling positions regularly to have talent readily available for increased staffing and customer needs.
• Partners as appropriate to interview, hire, demote, and promote external and internal candidates.
• Monitor shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety.
• Ensure 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.
• 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 associates, technicians, and customers on tires, parts and service programs.
• Effectively communicate with all store associates, managers, and customers.
• Key holder and responsible for basic and detailed opening and closing responsibilities.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent required.
• One year of experience in an 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 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.
• Acted as a work lead or supervisor previously.
• Ability to exercise judgment 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.
• 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.
• Enter and locate information on a computer.
• Present information to small and large groups.
• Visually verify information, often in small print.
• Safely operate a motor vehicle.
• Ability to work under tight time constraints, handle sensitive data and multi-task so that deadlines can be met.
• Highly organized and able to prioritize and manage time efficiently with the ability to handle stress in a fast-paced, deadline-driven environment.

Skills

• Automotive service
• Supervisory experience
• Mathematical concepts
• Customer service
• Handling difficult customer situations
• Up-sell techniques
• Cash handling
• POS systems
• Verbal communication
• Consistency
• Accuracy
• Follow-through
• Time management
• Stress management

Experience Level

• One year of experience in automotive service environment
• One to three (1-3) years of service industry experience
• Minimum of one (1) year supervisory experience

Education Level

• High school diploma or equivalent
• Completion of a two-year college
• Completion of a technical program

Salary/Compensations

• $77,160 to $114,000 per year
• Commission and Bonus potential

Benefits

• Medical, dental, and vision benefits
• Life insurance
• Short Term Disability
• Supplemental benefits
• 401(k) with company match
• PTO and holiday pay
• On-demand pay partner (DailyPay)
• Reduced benefits available for part-time team members

Equal Opportunity

• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.