Job description

Overview

We are seeking a passionate, personable, ambitious and customer service-oriented Manager for our new Englewood, NJ location. Come join our amazing team and transform your career potential! We are having a break-out year and need talented self-starters who can take our company to the next level. We are part of a nationally recognized brand with a strong reputation for honesty, integrity and professionalism. We provide a great work environment with a loyal customer base, high car count and a team-oriented culture. Our shop is well-managed, well-equipped and very customer service-oriented. The owner is committed to employee and customer relations as well as the continued growth and success of the business.

The ideal candidate will have managerial / sales experience, a track record of year-over-year sales growth and attracted to a fast-paced, high energy environment. Please provide us with a resume and phone number and we’ll reach out to discuss next steps. Or, call us directly, John Plum 908-419-7566. We look forward to meeting you.

Responsibilities / Duties

Customer Service

• Put the customer first. Go above and beyond to WOW the customer
• Maintain "YES WE CAN" atmosphere. Find ways to say yes to customers and ensure they leave satisfied
• Follow company procedures for welcoming customers & checking them in for service, gathering information, explaining the inspection process, and collecting signed work orders before any work is done
• Follow company procedures for educating customers on inspection results for their vehicles, communicating the benefits and value of any needed work, answering any questions, and performing any needed repairs
• Create estimates and repair orders by using cost of materials and labor rates. Follow gross margin guidelines. Thoroughly document vehicle symptoms, problems and causes discovered
• Follow company procedures for checking out customers – reviewing any work done, seeking feedback, scheduling follow-ups, etc.
• Proactively communicate with customers throughout their visits to the center. Keep them informed, manage issues as they arise
• Verify that inspections are being performed consistently and accurately on all vehicles. Spot-check & maintain training on inspection procedures as needed
• Follow up on any outstanding customer issues or complaints; ensure that they are resolved satisfactorily
• Manage daily customer callback process to ensure calls are being made & appointments are being set

Scheduling

• Create weekly schedules to keep center staffed appropriately for projected sales volume
• Adjust schedule as needed to cover absences, meet demand, or improve center profitability
• Proactively note and plan for holidays, local events, and other things that might impact center sales

Sales

• Meet weekly and monthly sales goals
• Proactively generate appointments to increase sales
• Assist in planning and executing appointments as needed to drive sales and meet center goals

Phone

• Follow company phone procedures at all times, including daily roleplay to maintain skills
• Listen to recorded calls on a regular basis; identify areas for improvement

Point-of-Sale

• Maintain detailed knowledge of point-of-sale system. Be able to build a repair ticket quickly and efficiently
• Order parts from approved vendors in a timely manner; track arrival and verify with technician immediately to ensure parts are correct
• Verify full documentation on every ticket – inspection sheet, estimates, work orders, final invoice, battery test form, etc.
• Accurately enter pricing and cost of goods into point-of-sale system on every ticket

Hiring

• Keep center fully staffed by hiring technicians and other center staff members as needed
• Screen candidates thoroughly and ensure that all team members meet center standards
• Proactively recruit and maintain a pipeline of potential technicians
• Maintain accurate and complete personnel records at all times

Back Office / Financials

• Maintain accurate daily records of all customer transactions & daily center business
• Track cores, returns, warranty claims on a daily basis to ensure accuracy
• Manage gross margins

Center Upkeep

• Proactively work to maintain clean, comfortable and professional store image at all times
• Assist as needed in any regular store maintenance
• Handle cores, returns, inventory deliveries and other center upkeep tasks as requested
• Perform closing duties as needed (close day in point-of-sale system, bank deposits, cash audits, etc.)

Teamwork / Culture

• Be a team player. Help other people meet their goals
• If you see something that needs to be done, do it without being asked
• Train & teach new team members as needed
• Contribute to a positive, productive team environment
• Maintain a positive, productive culture among all center team members
• Encourage teamwork, positivity, and accountability among all team members

Qualifications / Skills

• 5+ years of experience as sales / customer service leader. Ability to think creatively when dealing with customers
• Experience working with point-of-sale software or complex Windows software
• Excellent people and phone skills
• Proactive self-starter
• Ability to multi-task
• Experience in automotive industry

Call John Plum to apply 908-419-7566 or e-mail us your resume.

Job Type: Full-time

Pay: $62,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
To keep our employees as safe as possible, we have implemented a number of safety procedures.

Ability to commute/relocate:

• Englewood, NJ 07631: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person

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