Automotive Store Leader - Canton - CLOSED ON SUNDAY!!

SUMMARY

Coordinates, organizes and directs daily business operations and decisions about productivity.

All employees are expected to demonstrate core behaviors that help us provide the level of service that customers expect

Key Competencies

Descriptors

1. Customer Focus

Keeps the customer in mind at all times, proactively identifying and addressing concerns and needs. Seeks to provide quality service in order to build customer loyalty.

2. Desire to Learn

Actively seeks to build or acquire new knowledge in order to improve and develop skills.

3. Interpersonal Effectiveness

Actively listens and communicates respectfully and effectively. Presents information in an engaging and understandable manner.

4. Detail Orientation

Completes tasks accurately, thoroughly and with an eye toward quality, and in accordance with established processes and procedures.

5. Reliability

Assumes personal responsibility for all aspects of work: quality, timeliness and results; seeking to complete tasks with little oversight.

ESSENTIAL JOB FUNCTIONS

Customer Satisfaction:

• Determines and addresses the customer's needs, problems, complaints, requests, questions, and deadlines in a business-like manner.
• Communicates the customer's needs to the service department to be diagnosed.
• Directs the service department in the diagnosing of the customer's needs through the appropriate products and services.
• Verifies with the service department that the appropriate services have been completed.
• Sells tires, automotive accessories, service repairs and preventative maintenance to satisfy customer's needs.
• Learns and maintains current product knowledge of all tires, service and other product lines that are represented, as well as, those of competitors.
• Accurately answers questions both over the phone and at the store location.
• Establishes a trusting relationship based on integrity and fairness with customers and demonstrates a sincere concern for them.
• Willingly provides superior customer service levels that exceed customer expectations while staying within company policies and guidelines.
• Listens effectively to understand and communicate in a business-like manner to both customers and employees all pertinent subject matter.
• Builds a loyal customer base.
• Prepares accurate estimates and billings for customers.
• Invoices customers using proper procedures for cash, charge, credit, employee, fleet and national accounts.
• Knows, understands, and performs tire & lube technician duties.
  

Management Administrative:

• Establishes priorities on a daily basis among competing requirements to insure that products and services are delivered to customers as promised.
• Coordinates, organizes and monitors daily activities in conjunction with the Service Manager.
• Learns and understands the performance business data and applies it fairly to daily operations and decisions in order to increase productivity.
• Effectively manages employee productivity, store expenses and inventory.
• Efficiently manages daily store operations including opening and closing procedures (i.e. bank deposits, building and vehicle security, etc.).
• Effectively trains, develops and motivates store personnel.
• Evaluates, encourages and disciplines employees in a fair and objective manner consistent with stated company policy and procedures.
• Handles customer complaints, employee conflicts and daily operational problems in an even-tempered, fair and consistent manner.
• Demonstrates reliability in all actions with customers and employees.
• Reaches established monthly goals.
• Learns and utilizes the transfer system.
• Performs and communicates wage and salary considerations to both MST and employees.
• Communicates questions, problems and results to MST in a timely manner.
• Seeks out and prepares for training opportunities both internally through the company and independently for professional development.
• Knows, follows, applies and communicates all current and newly written policies to subordinates.
• Delegate's authority by recognizing a