Guest Service Manager (55k - 75k annually)

Page Mechanical Group, Inc.; Pontiac (IL); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player in the mechanical services sector is seeking a dedicated individual to ensure exceptional guest satisfaction and effective team management. This role involves supervising various team members, providing coaching, and conducting daily operations to maintain high service standards. The ideal candidate will demonstrate strong customer service skills and effective communication abilities, ensuring that each team member is supported in their growth within the company. If you are passionate about leading a team and enhancing customer experiences, this opportunity is perfect for you.

Qualifications

• Strong customer service skills to manage difficult situations.
• Excellent communication skills, both verbal and written.

Responsibilities

• Supervise team members and ensure exceptional guest satisfaction.
• Conduct daily store walks and oversee retail execution.

Skills

Customer Service

Communication Skills

Teamwork

Conflict Resolution

Job 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.

1. Must also be able to perform store manager functions as necessary.
2. Exhibit the Wally's culture and hold each team member accountable to those same standards.
3. Provide each team member coaching and assist in evaluations. Give each team member a path to grow with the company.
4. Conduct daily store walks with detailed plans that can be delegated to team members and leaders.
5. 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.
6. Oversee the retail execution and stocking process throughout the store.
7. Review customer requests for service to ascertain cause for service request, type of malfunction, and customer address.
8. Determine staff hours, number of personnel, and parts and equipment required for service call.
9. Prepare schedules for service personnel, assign personnel to routes or to specific repair and maintenance work.
10. Arrange 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.
11. Keep records of work hours and parts utilized, and work performed for each service call.
12. Requisition replacement parts and supplies.
13. Contact 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:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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