Service Operations Manager

2 weeks ago

Landover Hills, Maryland, 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 by partnering with management to ensure that the service repair business is organized, store operations are running efficiently, and shop productivity is maintained to company standards.
  • Support customer care, work order and register assistance, facility maintenance, and merchandising activities, including tire related stocking, to ensure that service equipment is in proper working order and housekeeping standards are followed.
  • Follow all policies and procedures related to point of sale (POS) transactions, inventory integrity, reverse logistics, cash, credit, check, refund and return policies, and purchase for re-sale parts (OP) procurement and vendor payment practices.
  • Work with the management team to react to customer service issues, customer complaints, and/or business opportunities, and drive sales goals for the service center operation.
  • Assist in training and coaching service selling associates on "Pep Boys Customer Care Process," Courtesy Vehicle Inspections (CVIs), and general operation of store systems, and perform CVIs and other service-related tasks as qualified and directed.
  • Monitor shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety, and help with the day-to-day operations of the back shop.
  • Partner with Management to produce a safe and health work environment that complies with all local, state, and federal laws, as well as with company policies and procedures.
  • Effectively communicate with all store associates, management, and customers, and act as the primary supervisor for the store staff in the absence of any management.
  • Key holder and responsible for basic and detailed opening and closing responsibilities, and maintain an organized and neat shop.
  • Adhere to all company policies, procedures, safety and environmental rules, and perform other duties as assigned.
Requirements
  • High school diploma or equivalent required.
  • One year of experience in automotive service environment.
  • One year of automotive service sales experience preferred.
  • Valid Driver's License.
  • Basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions, and ability to apply mathematical formulas to calculate commissions and discounts.
  • Ability to exercise judgement and to work independently, and strong customer service skills.
  • Ability to handle difficult customer situations, and comfortable utilizing up-sell techniques.
  • Strong cash handling skills, including the use of POS systems, and strong verbal communication skills.
  • Demonstrated consistency, accuracy and follow-through, and 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.

The pay range for this position is between $17.00 to $22.00 per hour based on experience plus potential bonus.

Medical, dental, and vision benefits beginning on the first of the month following or coinciding with your date of hire. Ability to enroll in a retirement plan. PTO.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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