Service Specialist

JOB DESCRIPTION: Service Specialist

Position Purpose: The Service Specialist position is a non-exempt hourly rate plus commission that isthe first impression of high class service to our guests. The Service Specialist’s primary responsibility is to be present at the kiosk in order to provide every guest with a warm welcome and friendly smile. They are responsible to introduce the MCCW Unlimited Membership plans to every guest, answer questions and assist guests with enrolling into the membership of their choice. In addition, the Sales Specialist must also conduct safety inspections and preps every vehicle for the wash tunnel, identifies pre-existing and potential damage issues, optimizes the guest experience by providing safety instructions and directions to the tunnel entrance.

Commission is based on sales made per the local sales commission program.

Commission payout can be reduced or forfeited for failure to perform at a minimum standard, damages incurred for failure to follow procedures, unacceptable mystery shop scores, failure to attend mandatory meetings and quitting without giving written 2 week notice.

Reports To Location General Manager, CW Manager/ Assistant, Manager on Duty

Major Tasks & Responsibilities

Duties include but are not limited to:

Provide excellent quality and customer service at all times

• Follow all MCCW/CMC Operations and Express Carwash Associate & Service Specialist Training
• Follow Safety Standards per the operations and safety manuals at all times
• Always be at their job station awaiting incoming guests
• Promptly greet or acknowledge incoming guests
• Enthusiastically greet each guest with excitement and a smile
• Offer, explain and recommend Monthly Unlimited Memberships to every guest that is not a member currently
• Prep vehicle for the tunnel by taping pre-existing or potential damage areas of the vehicle
• Input guest order into the kiosk/paystation/handheld tablet
• Properly complete the wash and damage tickets IAW SA Training
• Instruct guests on use of the kiosk/paystation
• Assist guests with processing cash and credit transactions in the paystation/kiosk
• Maintain a clean and safe work area at all times
• Keep work area stocked with needed supplies/sales brochures
• Perform opening/closing duties per the Express CW Assoc Training
• Perform tunnel cleaning at closing per site protocol/manager assignment
• Help maintain overall site appearance (clean lot, windows, bathrooms, lobby, tunnel walls/floors/ arches/ equipment, reclaim trough –“pit”; minor painting, lawn/flower/landscape care)
• Inform management of any issues that arise (safety, mechanical, damages, cleanliness, guest/customer service, etc.)
• Any other CMC job task or duties assigned by Management

Job Requirements include but are not limited to:

Follow/comply with Mr. Clean/CMC Handbook, Policies, Procedures, Code of Conduct and Appearance/Uniform Standards IAW Orientation and Training

• Abide to the No Cell Phone in the work area policy
• Follow all Operational Procedures/Chemical Handling per Safety and Operations Manual
• Maintain good attendance/punctuality practices
• Abide by the Honesty Policy
• Be certified to perform Service Specialist job duties by completing and passing the Express CW Associate (ECWA) Training curriculum.
• Complete the ECWA curriculum in the LMS to qualify to receive commission
• Always be at your work station with tools in hand awaiting the next guest
• Shift between “Modes” as business volume fluctuates during the day
• Maintain high guest productivity using bumper to bumper loading principles
• Professionally greet every guest with a smile
• Deliver high level of quality customer service to every guest
• Offer, recommend and assist guests with Unlimited Memberships sales
• Inspect and prep every vehicle for the tunnel IAW ECWA Training
• Greet and thank every guest
• Energetic, sense of urgency, bounce in your step
• Flexible work schedule (days, nights, weekends, holidays)
• Update personal contact information when it changes phone, address, etc.)
• Strong Work Ethic

Scheduling, Weather, Lunch Breaks,Work Schedules are posted and copies are available no later than the Sundaybefore the work week is to start.
It is the associate’s responsibility to obtain a copy of the current week and upcoming week work schedule:

• Requests for specific days off must be submitted in writing to your manager a minimum of one (1) week in advance.
• The Carwash business is a weather driven business and all work is done outdoors in all types of weather therefore no hours can be guaranteed
• All associates are expected to work their scheduled hours except in cases of severe weather conditions.

We do our best to communicate prior to your shift if we are changing the operating hours of the day, splitting shifts or not requiring you to work at all. Inclement weather is to be expected throughout the spring, summer, fall and winter months of the car wash business.

Associates are required to follow the company’s procedure and policy when any type of inclement weather (such as rain/snow days) affects the location’s opening time schedule;

1) Management from your location will be responsible for contacting associates that are scheduled to work that day. The management will either indicate if the location is delaying the opening operation time or if the location will be closed for business that day.

2) If you do not receive a call from your manager before the start of your shift, you are required to report to work or you must contact your manager directly to determine the business’s opening time. The responsibility is then placed on the associate to contact management.

3) If an associate does not make contact with management or decides they are not reporting to work based on the weather, the associate will be subject to disciplinary action up to and including termination. Not reporting to work a scheduled shift on an “inclement weather” day will be treated as a “no call, no show” for your shift.

Lunch Breaks: we do our best to allow associates the opportunity to eat lunch and have a break. Our guests dictate our work load so there is no guaranteed time that associates will be allotted for a scheduled lunch/break. Lunch breaks, when given are to be 30 minutes off the clock.

Associates are not required to be available or wait on the car wash property when not clocked in on the company time clock when there is a delay in the opening time, inclement weather days, associate lunch/breaks or other business operating issues.

Physical Job Ability to work outdoors in all weather conditions and seasons (heat of the summer, cold of the winter)

Requirements

• Be on your feet for extended periods of time/the entire work shift
• Physically able to bend, stoop, squat, kneel, reach, step to perform job duties

Minimum: Minimum age of 16 years

Qualifications Car Wash Experience is a plus.

Job Type: Part-time

Pay: From $13.00 per hour

Benefits:

• Flexible schedule

Experience level:

• Under 1 year

Shift:

• Day shift
• Evening shift

Weekly day range:

• Every weekend
• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Work Location: In person