What are the responsibilities and job description for the SERVICE SPECIALIST position at Carnett's Management Company?

JOB DESCRIPTION: Service Specialist

Position Purpose

The Service Specialist position is a non-exempt hourly rate plus commission that is the 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.

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

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
Position requires you to perform job duties based on the CMC standards, damages incurred for failure to follow procedures, poor mystery shop survey scores and not attending mandatory meetings – will cause a reduction/loss of commissions

Scheduling, Weather, Lunch Breaks

Work Schedules are posted and copies are available no later than the Sunday before 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;

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.
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.
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.

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Physical Job Requirements

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

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Minimum Qualifications

Must be a minimum of 16 years of age
Car Wash Experience is a plus

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SERVICE SPECIALIST

What are the responsibilities and job description for the SERVICE SPECIALIST position at Carnett's Management Company?

JOB DESCRIPTION: Service Specialist

Position Purpose

Reports To

Major Tasks & Responsibilities

Job Requirements

Scheduling, Weather, Lunch Breaks

Physical Job Requirements

Minimum Qualifications

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