What are the responsibilities and job description for the General Manager & Store Operations Leaders - Continuous Posting - 11 TN Locations position at CAR FIX MANAGEMENT, LLC?
The Store Manager is responsible for overseeing all management aspects of the shop. The Store Manager works with the District Manager, COO, and the Owner of the company and is responsible for all aspects of operations and on-site aspects of sales. The Store Manager must possess the ability to lead a team as well as develop and grow team members in the shop to obtain shop goals and their personal goals.
Job Overview
The Store Manager role is critical to the overall success of the business. They are the keeper of the values, the maintainer of the standards and the leader whom everyone in the shop follows. The person who fills this role will not only lead and oversee all aspects of the shop; they will also assist with selling repairs to clients as needed to help the shop reach its sales goals.
Job Responsibilities and Duties
Manage Employees: Be the leader of the shop’s staff and help them to meet the objectives & sales targets set forth by the company. Enforce and maintain the company’s values, policies and systems and administer the employment practices of the company in partnership with the administrative office and the Owner.
Manage Shop Workflow: While maintaining quality standards, maintain a balanced/efficient workflow using the company’s systems such as the shop management software and internal best practices. Assist in managing technician workloads by monitoring and dispatching work to achieve the best possible results.
Manage Costs: Ensure that costs are kept under control by staff in all areas of the shop and find ways to reduce cost while maintaining the customer service and quality standards of the Company.
Customer Service: Handle all customer service complaints, negative online feedback and other customer service issues. This may include confronting and assisting frustrated customers. Prevent customer service issues whenever possible by monitoring/ensuring that all the verbal and written commitments/contracts made by staff are being honored. Provide coaching to staff regarding how to give better customer service based on observations made from client feedback.
Other Tasks: Allow no job to be too small or beneath oneself. Fill in on tasks as needed to maintain the flow of the shop. Examples could be running a shuttle, selling tickets, checking out customers, cleaning the bathroom, picking up a part or any other task that can be safely completed.
- Strive to exceed store goals
- Provide great customer service
- Build and maintain great employee morale
- Maintain a positive and winning attitude.
- Know every employee on a personal level. Make a personal goal to improve all employees, utilize their strengths and improve weaknesses.
- Assist employees to achieve their personal goals.
- Review sales daily, weekly, monthly
- Review tech performance daily, weekly, monthly
- Manage the workflow for technicians
- Uploading weekly/monthly/quarterly/annual business summaries for upper management and ownership
- Assist in communication between technicians and the sales team
- Create estimates
- Sell jobs to customers
- Order parts
- Complete work descriptions
- Quality control check invoices from the sales team
- Assist in parts shopping with the sales team
- Promote excellent customer service
- Manage the rental car fleet
- Manage customer expectations
- Monitor KPI’s (Key Performance Indicators)
EXPECTATIONS
As a CAR FIX Store Manager we expect you to run the business as if it were your own. With shared company values and principles, we believe that your individual skills and traits will lead you to be successful. As the leader of your location, it is expected that you are creating an environment where teammates want to work on a daily basis and are inspired to work hard and achieve results past what they believe is possible. It is expected that you are a brand ambassador of the business and align teammates with our values. We expect you will drive location performance through a “whatever it takes” mentality while upholding honesty, integrity, and transparency with our customers and teammates. More than anyone we expect you to be able to bring a contagious positive attitude with you to work every day, as the manager of the store you set the tone for the entire operation. It is expected that you will ensure each customer leaves happy, and if they have not left happy, you do what is necessary to make them happy. As you lead your teams it's expected that you will grow and develop your team through 1:1’s - Meetings - and thought-out action planning. The success of the location is directly tied to your ability to do these things on a consistent basis.