Customer Service Training Manager jobs in Lowell, MA

TITLE: Manager-in-Training (M.I.T.)                                             

REPORTING TO: District Manager / Market Manager          EMPLOYMENT CLASSIFICATION: Exempt

GENERAL SUMMARY:

The Manager-in-Training (M.I.T.) lives VIP’s mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE by learning the VIP culture and management processes to be prepared to lead a team to ensure effective operation in serving customers at their location. The M.I.T. ensures that the team operates under safe conditions according to established policies and procedures and in compliance with federal and state regulations. The M.I.T. will deliver an exceptional customer experience and results through helping the team achieve execution of VIP programs and standards.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1.       Makes sure that workplace safety is Priority #1.  Follows all safety policies, completes all safety-related training, locks out any unsafe equipment, and reports any unsafe conditions or actions to a member of Management.

2.       Learn the VIP way of building an Extraordinary Team that delivers a different and better customer experience to every customer.

3.       Learn VIP’s processes and be prepared to successfully execute the essential duties and responsibilities listed below

a.       Hire the best associates in the area

b.       Develop a superior team              

                                                       i.      Ensure all store associates have taken and passed all their required LMS training

                                                     ii.      Ensure all store associates complete any and all relevant vendor training

                                                   iii.      Make sure all associates are T.I.A basic automotive service certified

                                                   iv.      Career path with associates during structured associates coaching sessions

                                                     v.      Sign up associates and provide study material for any applicable ASE certifications

c.       Proper scheduling of the team to make sure they can meet our customers’ needs all hours of operation

d.       Effectively communicate with the team throughout the day, daily huddles, and bi-monthly store meetings

e.       Monitor e-mail throughout the day for customer appointments and communication

f.        Train, support and deliver the 5 for 5 process to educate our customers about their vehicle’s conditions and partnering with them on any necessary solutions

g.       Control the dispatching and assignment of work orders to technicians using the guideline of the first available technician that can perform the work properly should receive the work order

h.       Attend off site meetings and training sessions as needed. Typically, several times per year                                                                          

3.       Facility and Equipment Maintenance

·         Ensures satisfactory maintenance, appearance, and condition of facility to comply with security, safety and environmental codes and ordinances.

·         Ensures satisfactory maintenance, appearance, and condition of equipment, ensuring the team has the resources they need to meet our customer’s needs

·         Manages daily preparation of location, service desk, and equipment prior to start of business each day and the recovery and securing of location and unclaimed customer vehicles at close of each business day

·         Ensures appropriate steps are taken to maintain a clean service department throughout the business day

·         Inspects customer waiting area and parking lot for cleanliness each day prior to opening for business

·         Any facility or equipment issues should be entered into the facility or equipment database

4.       Procedural Compliance

·         Enforces strict compliance with the service Code of Ethics and all municipal, state, and federal regulations and procedures pertaining to the operation of the location.

5.       Additional Responsibilities (Performs other functions as required.)

·         Communicates with other levels of management as needed to ensure compliance with service standards and company policies

·         Serves as policy administrator in assigned location

PERFORMANCE MEASURMENT:

·         The M.I.T. supports the Service Manager to help the team achieves all targeted levels of performance as outlined by leadership through various daily, weekly and monthly reports.

STANDARD MANAGEMENT WORK WEEK:

·         SCHEDULE: The standard expectation is 5-day work and minimum 50 hours per week.

·         ATTENDANCE: Arrive prior to each work shift, be ready to perform duties upon shift start time, and work all scheduled hours as directed by management team

REQUIRED QUALIFICATIONS:

1.      Knowledge, Skills, and Abilities

·       Strong people management and leadership skills, motivational, supportive, assertive, and decisive

·       Excellent verbal and written communication

·       Sound business sense, with the ability to analyze, prioritize, identify, and implement solutions

·       Strong organization and time management skills

·       A comprehensive understanding of automotive servicing and the industry

2.      Minimum Educational and/or Experience Level

·       Two years related experience in automotive service management

·       Completion of two-year college or technical school program recommended

·       Or an equivalent combination of education and experience

3.      Proven results Certificates, Licenses, and/or Registrations

·       Current, valid driver’s license issued in state of residence

·       Equipment Safety Certification

·       ASE Certification C1– Service Consultant required

·       ASE Certification P2 – Parts Specialist recommended

·       ASE Certification G1 – Maintenance and light repair recommended

·       State Inspection License Required (where applicable)