PR Service Manager

Advance Stores Company•Carolina, PR

8d•Onsite

About The Position

The PR Service Manager is responsible for the overall direction, coordination, and evaluation of direct and indirect reports, ensuring compliance with all relevant policies, procedures, asset protection, safety, and environmental codes and laws. This role involves directing, instructing, and managing team members, including assigning and appraising work, rewarding, motivating, counseling associates, and resolving issues. The manager is accountable for the store's productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance, as measured by various reporting tools, team member observations, and feedback from upper management. Additionally, the role includes training and coaching service selling associates on specific processes and systems, partnering in recruitment efforts, monitoring shop productivity and workflow with an emphasis on efficiency and safety, and ensuring the proper generation and management of work orders. A key aspect is ensuring the execution of customer service standards, customer satisfaction programs, and the equitable resolution of customer complaints, while adhering to all policies related to financial transactions, inventory, and procurement. The PR Service Manager also partners with the Fleet business team to maintain customer relationships and advises team members, technicians, and customers on products and services. Effective communication with all store personnel and customers is essential, as is performing opening and closing responsibilities as a key holder. Other duties may be assigned.

Requirements

High school diploma or equivalent required.
One year of experience in automotive service environment.
Completion of a two-year college, technical program, or one to three (1-3) years of service industry experience and a minimum desired of one (1) year supervisory experience.
Valid Driver’s License.
Must have basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions. Ability to apply mathematical formulas to calculate commissions and discounts.
Ability to exercise judgement and to work independently.
Strong customer service skills.
Ability to handle difficult customer situations.
Comfortable utilizing up-sell techniques.
Strong cash handling skills, including the use of POS systems.
Strong verbal communication skills.
Demonstrated consistency, accuracy, and follow-through.

Responsibilities

Maintain responsibility for the overall direction, coordination, and evaluation of direct and indirect reports in compliance with policies, procedures, asset protection, safety, and environmental codes, and laws.
Direct, instruct, and manage team members including assigning, supervising, and appraising work; rewarding, motivating, counseling associates; addressing associate complaints and resolving problems.
Responsible for productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance of the store; measured through various reporting tools, Team Members observations and General Manager/ District Manager feedback.
Train and coach service selling associates on Gas 3, process Vehicle Inspections, and general operation of store systems.
Partners as appropriate to recruit and interview talent to ensure operating efficiency and top service levels.
Monitor the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety.
Responsible to generate work orders before entering vehicle to bay, maintain work order visible on customer’s vehicle, require authorization of customers before conducting work, ensure registration of tires with DOT and DACOs stamp on invoice.
Largely responsible for the overall day-to-day operations of the back shop, such as ensuring that the service staff complete vehicle inspections and proper service repairs.
Ensure the execution of customer service standards, customer satisfaction programs, and ensure the equitable resolution of customer complaints.
Follow all policies and procedures related to cash, credit, check, refund and return policies.
Follow all policies and procedures related to all point of sale (POS) transactions, inventory integrity, reverse logistics and purchase for re-sale parts (OP) procurement and vendor payment practices.
Partner with the Fleet business team to maintain and build Fleet service customer relationships.
Advise Team members, technicians, and customers on tires, parts, and service programs.
Effectively communicates with all store Team members, managers, and customers.
Key holder and responsible for basic and detailed opening and closing responsibilities.
Other duties as assigned.