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Form of workPosition Summary:
Learns how to serve as the leader and to oversee the car wash operation of a specific car wash, in conjunction with the Car Wash Manager; and learns how to help ensure that the store operates efficiently and in compliance with applicable Federal, State and local laws and Company policies
Position Responsibilities
Provides customer service leadership/direction, in conjunction with the Car Wash Manager, for entire car wash and team of employees working in that location
- Monitors car wash activities to ensure that transactions are taking place in the proper manner, in order to provide maximum customer service
- Demonstrates customer service as a priority; handles escalated customer concerns and emergencies in absence of the Car Wash Manager. Seeks appropriate resolution for the situation while observing Company guidelines and ensuring customer satisfaction
- Trains, schedules and coaches all new and current car wash attendants to ensure car wash positions are staffed to appropriately handle Customer Service needs
- Ensures customer service is a priority by scheduling staff consistent with customer activity
- Adheres to and trains employees on Federal, State and local regulations and ensures the sale of age restricted products are prohibited to individuals under the minimum age requirement
- Helps ensure that employees follow all Company policies as detailed in the Operations Manual, and in compliance with Federal, State and local laws; including taking steps to ensure compliance with uniform, personal appearance, and customer service standards
- Works in tandem with the Car Wash Manager to ensure Management/leadership is available to customers and employees at all times
- Provides support to store as needed, often beyond regularly scheduled work times. If not available, ensures that a reliable back up has been provided
- Assists in identifying qualified applicants, performing interviews as needed, and making employment decisions including but not limited to hiring, evaluating, scheduling, training and disciplining as needed
- Ensures applications and staffing forecasts are forwarded to recruiting centers when applicable
- Promotes an environment focused on customer service, satisfaction and car wash cleanliness
- Maintains high staff retention by helping to develop leaders, empower employees and encourage increased employee productivity
- Helps perform and supervise all minor maintenance tasks in order to eliminate inconvenience to the customer; supports procedures for additional repairs and maintains work orders
- Responds quickly to all emergencies for the safety and security of customers and employees and notifies the appropriate individuals
- Promotes car wash sales and selling initiatives and encourages the team to strive to reach goals/objectives. Provides suggestions for improving sales, margins and execution of all programs
- Motivates and coaches car wash attendants on proper upselling techniques. Reviews sales reports to ensure the car wash is on track to achieve selling point goals and promotions
- Ensures promotional signage and displays are properly updated per guidelines
- Provides training to car wash attendants regarding fmaintenance procedures. Ensures proper preparation, presentation and maintenance of all stock levels
- Demonstrates a high value for Health, Environment, Safety and Security (HES) issues, initiatives and programs in both personal and organizational responsibilities
- Integrates HES into day-to-day job performance. Maintains a safe environment for all customers and employees
- Ensures that employees are properly trained
- Follows and complies with all health and sanitation procedures and adheres to safe work practices
- Ensures that all necessary store reports and paperwork are completed accurately and in a timely fashion
- Completes other duties as assigned by Management
Requirements
Education Requirements:
- High School Diploma or GED
Experience Requirements:
- Previous supervisory experience preferred
- Retail experience a plus
- Completion of required training program
Skill Requirements:
- Basic Computer Skills
- Excellent communication skills and the ability to research and resolve issues
- Knowledge of retail business management practices
- Knowledge of all types of car wash equipment and related programs
- Knowledge of ways to handle customer and employee injuries, incidents and accidents
- Ability to perform repeated bending, kneeling, twisting and overhead reaching
- Ability to stand for an entire shift
- Ability to frequently lift between 5 to 20 pounds
- Ability to occasionally lift up to 50 pounds
Additional Requirements:
- Available to work a variety of shifts and/or days of the week consistent with the demands of the retail environment which includes weekends, evenings and other high activity periods
Preferred Managerial Attributes:
- Exhibits strong leadership qualities and a desire to succeed
- Serves as coach to employees by modeling appropriate workplace behavior
- Interacts positively with employees by seeking input and providing appropriate feedback
- Seeks opportunities for employees to develop skills
- Identifies and attracts outgoing, customer focused individuals to build a customer driven workforce
- Understands, actively demonstrates and promotes the principles of the customer service initiatives
- Creates excitement around monthly selling promotions in order to drive sales goals
- Empowers employees to make non-personnel related decisions in absence of immediate Manager
- Fosters a work environment where good performance is recognized and rewarded
- Demonstrates the required competencies needed to become a Car Wash Manager, and is willing and available to be promoted to any available location in the market area
