Floating Service Manager

This family owned and operated Meineke Car Care Centers, with locations in New Jersey and Pennsylvania is seeking a motivated, performance driven Floating Manager. A career with our organization offers the opportunity to make an impact within a rapidly growing business and the chance to learn, lead, collaborate, and connect with other oriented, forward-thinking professionals. We invest meaningfully in training, development, and empowering you to build a career alongside ours.

The Floating Manager will serve as a stand-in manager, covering various locations in the absence of the acting manager. This role requires travel as needed to support multiple locations. Must be self-motivated, have excellent people skills, phone skills and computer skills. Must be customer service oriented. Automotive background / experience not necessary but highly preferred. Here at Meineke we believe in an incentive-based pay structure. Those with high productivity will be compensated accordingly, the sky is the limit! Terms to be discussed with applicant and are dependent on experience level.

Responsibilities / Duties
Customer Service
· Put the customer first. Go above and beyond to WOW the customer
· Maintain "YES COMPANY" 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
· 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 daily 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
Phone
· Follow company phone procedures at all times, including daily role-play 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

Teamwork / Culture
· Be a team player. Help other people meet their goals
· 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