PR Service Manager

Advance Stores Company•Trujillo Alto, PR

About The Position

The PR Service Manager directs and coordinates direct and indirect reports in accordance with company policies and procedures, asset protection requirements, safety and environmental codes, and applicable laws. The role oversees the store’s productivity, profitability, work environment, relationships, visual presentation, and operational compliance, and is accountable for the day-to-day operation of the back shop. The manager supervises, coaches, and develops team members; supports recruiting and interviewing; monitors shop productivity and workflow; and ensures vehicle inspections and repairs are completed properly and safely. The position also oversees customer service, complaints, transaction and inventory practices, fleet customer relationships, and opening and closing duties. The role requires customer and team communication, automotive-service knowledge, and the ability to work days, nights, holidays, and weekends.

Requirements

High school diploma or equivalent.
One year of experience in an automotive service environment.
Completion of a two-year college or technical program, or one to three years of service-industry experience.
A minimum desired one year of supervisory experience.
Valid driver’s license.
Basic knowledge of mathematical concepts, including arithmetic, percentages, and fractions, and ability to apply formulas to calculate commissions and discounts.
Ability to exercise judgment and work independently.
Strong customer service skills and ability to handle difficult customer situations.
Comfort using up-sell techniques.
Strong cash-handling skills, including use of POS systems.
Strong verbal communication skills.
Demonstrated consistency, accuracy, and follow-through.
Ability to work days, nights, holidays, and weekends.

Responsibilities

Direct, coordinate, and evaluate direct and indirect reports while ensuring compliance with policies, procedures, asset protection, safety and environmental codes, and laws.
Assign, supervise, and appraise work; reward, motivate, and counsel associates; address complaints and resolve problems.
Oversee store productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance.
Train and coach service-selling associates on Gas 3, vehicle inspection processes, and store systems.
Partner as appropriate to recruit and interview talent to support operating efficiency and service levels.
Monitor shop productivity, workflow, and procedures, emphasizing efficiency, thoroughness, and safety.
Generate work orders before vehicles enter a bay, keep work orders visible on customer vehicles, obtain customer authorization before performing work, and ensure tire registration with DOT and DACOs stamps on invoices.
Oversee back-shop operations, including ensuring service staff complete vehicle inspections and proper service repairs.
Ensure customer service standards and satisfaction programs are carried out and customer complaints are resolved equitably.
Follow policies and procedures for cash, credit, check, refund, and return transactions.
Follow policies and procedures for point-of-sale transactions, inventory integrity, reverse logistics, purchase-for-resale parts procurement, and vendor payments.
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.
Communicate effectively with store team members, managers, and customers.
Serve as a key holder and perform basic and detailed opening and closing responsibilities.
Perform other duties as assigned.