Service Operations Manager

1 month ago


Harrisburg, Pennsylvania, United States Pep Boys Full time
Job Summary

We are seeking a highly skilled and experienced Assistant Service Manager to join our team at Pep Boys. As a key member of our service team, you will be responsible for supporting the service and tire team under the direction of the Manager, Store Service.

Key Responsibilities
  • Assist in driving sales across service labor, parts, tires, and fleet business
  • Provide essential selling and task support by partnering with management to ensure efficient store operations and shop productivity
  • Under the direction of the Store Manager of Service, assist in various aspects of customer care, work order and register assistance, facility maintenance, and merchandising activities
  • Ensure that service equipment is in proper working order and housekeeping standards are followed
  • Follow all policies and procedures related to POS transactions, inventory integrity, reverse logistics, cash, credit, check, refund and return policies, and purchase for re-sale parts procurement and vendor payment practices
  • Work with the management team to react to customer service issues, customer complaints, and/or business opportunities
  • Drive sales goals for the service center operation through personal engagement with customers and by observing and coaching the advisors on their customer interactions
  • Assist the Store Manager of Service in training and coaching service selling associates on the Pep Boys Customer Care Process, Courtesy Vehicle Inspections (CVIs), and general operation of store systems
  • Perform CVIs and other service-related tasks as qualified and directed
  • Assist in monitoring the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety
Requirements
  • High school diploma or equivalent required
  • One year of experience in an automotive service environment
  • One year of automotive service sales experience preferred
  • Valid Driver's License
  • 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
  • Ability to work Days, Nights, Holidays and Weekends
Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Physical Demands

  • Must be able to frequently lift, carry, and place merchandise and supplies up to 50 pounds without assistance
  • Frequent standing and walking for long periods of time
  • Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting
  • Climb up and down ladders to retrieve and stock merchandise
  • Communicate effectively in person, by telephone, or by using telecommunications equipment
  • Enters and locates information on computer
  • Presents information to small and large groups
  • Visually verifies information, often in small print
  • Safely operates a motor vehicle


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