Guest Service Manager - Pontiac, United States - Wally's Operating Company LLC

Wally's Operating Company LLC

Verified Company

Pontiac, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Summary
Responsible for achieving successful established standards, goals and overall exceptional guest satisfaction.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Must also be able to perform store manager functions as necessary.
Exhibit the Wally's culture and hold each team member accountable to those same standards.

Provide each team member coaching and assist in evaluations. Give each team member a path to grow with the company.
Daily store walks with detailed plans that can be delegated to team members and leaders.

Ensure guest service is a 10 in every area of the store, placing team members in other areas of the store if necessary and personally working in any area as needed.

Oversee the retail execution and stocking process throughout the store.

Reviews customer requests for service to ascertain cause for service request, type of malfunction, and customer address.

Determines staff hours, number of personnel, and parts and equipment required for service call.

Prepares schedules for service personnel, assigns personnel to routes or to specific repair and maintenance work.

Arranges for transportation of machines and equipment to customer's location for installation or from customer's location to shop for repairs that cannot be performed on premises.

Keeps records of work hours and parts utilized, and work performed for each service call.

Requisitions replacement parts and supplies.

Contacts service personnel over radio or telephone to obtain or give information and directions regarding service or installation activities.

Supervisory Responsibilities
Directly supervises various team members. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Reports to store manager.

Competencies
To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service ; responds to requests for service and assistance; meets commitments.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Managing Customer Focus - Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Managing People - Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; makes self available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services.; continually works to improve supervisory skills.

Personal Appearance - Dresses appropriately for position; keeps self well groomed.

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage