Automotive General Manager Multi-Location

A high volume Multi-Center automotive repair facility is seeking a motivated, performance driven General Manager to lead our team. This family owned and operated location wants a manager with a proven track record to handle the increase in volume we are experiencing. Must be a self-starter, have excellent people skills, phone skills and computer skills. Must be customer service-oriented. Automotive background / experience mandatory.

OUTSTANDING OPPORTUNITY TO RUN MULTIPLE STORES AND BE COMPENSATED ACCORDINGLY

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 weekly 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

· Assist in planning and executing appointments as needed to drive sales and meet center goals

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

Hiring

· Keep center fully staffed by hiring technicians and other center staff members as needed

· Screen candidates thoroughly and ensure that all team members meet center standards

· Proactively recruit and maintain a pipeline of potential technicians

· Maintain accurate and complete personnel records at all times

Back Office / Financials

· Maintain accurate daily records of all customer transactions & daily center business

· Track cores, returns, warranty claims on a daily basis to ensure accuracy

· Manage gross margins

Center Upkeep

· Proactively work to maintain clean, comfortable and professional store image at all times

· Assist as needed in any regular store maintenance

· Handle cores, returns, inventory deliveries and other center upkeep tasks as requested

· Perform closing duties as needed (close day in point-of-sale system, bank deposits, cash audits, etc.)

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

Qualifications / Skills

· 5+ years of experience as sales / customer service leader. Ability to think creatively when dealing with customers

· Experience working with point-of-sale software or complex Windows software

· Excellent people and phone skills

· Proactive self-starter

· Ability to multi-task

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