Description

Position Summary:

Learns how to serve as the leader and to oversee the car wash opera tion 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 o 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 maintenance 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