Assistant Manager Job Description Pay and Benefits
Purpose:
To develop and maintain a staff of assistant managers and production employees to focus on continuous improvement of customer service.
Key results:
1. Increase customer satisfaction. The measurers are.
a. Increase the number of cars washed.
b. Decrease the number of errors made by the production employees (quality and safety).
c. Increase the positive feelings of the customers for the entire experience (friendliness).
2. Increase bottom line
a. Increase volume.
b. Increase extra-services purchased.
c. Labor cost control.
d. Reduce waste and chemicals and utilities.
3. Developing skills
a. Administer effective and thorough staff training.
b. Decrease mechanical problems.
c. Maintain equipment.
d. Clean, maintain, and improve facility to rigorously high standards.
Key Activities:
Customer satisfaction
1. Directing management.
a. Helping assistant managers to see employee errors.
b. Training management how to optimize labor for ultimate efficiency.
c. Use human resource training to decrease turnover and improve quality.
2. Directing employees.
a. Directing employees to make corrections in quality and customer service.
b. Coach employees on job skills.
c. Monitor and administer employee incentives/ pay.
d. Resolve conflicts.
3. Customer service.
a. Handling customer complaints.
b. Dealing with car damage issues.
c. Providing customer confidence through courtesy and name recognition.
Increasing bottom line revenues.
1. Motivating the salespeople.
a. Addressing
their concerns as the customers relay them.
b. Monitoring
their daily sales averages.
c. Procedural
training.
2. Scheduling and spacing the extra service detail.
a. Interact
with the salespeople to obtain consistent detail volume.
b. Coach
the detail personnel.
c. Monitor
daily inventory of detail supplies.
3. Conduct training meetings
a. Expand
skill levels of all employees.
b. Role-play,
problem solve & coach people.
4. Personnel / Human resources.
a. Interview
and select staff for maximum flexibility.
b. Schedule
employees based on projected volume.
c. Interact
with organizations that can help produce employees as needed.
5. Monitor the wash process.
a. Monitor
detergent use and effectiveness on an hourly basis.
b. Make
adjustments and changes based on conditions.
c. Fill
and maintain inventory of cleaning components.
d. Control
utility costs wherever possible.
e. Conduct
hazardous materials training.
Developing Skills
1. Working on the production line:
a. Consistently
correcting the quality.
b. Correcting
the employee's actions.
c. Appeasing
the customer.
d. Monitor
labor costs and adjusts crew size to compensate.
2. Working on the equipment:
a. Constantly
maintaining/ repairing to eliminate downtime and increase car quality.
b. Critiquing
the facility for cleanliness and customer appeal.
c. Installing
and modifying equipment after hours.
d. Interacting
with the maintenance staff for parts inventory and technical assistance.
3. Office work:
a. Complete
the employee hour's summary on a daily basis.
b. Provide
raise/incentive information to bookkeeping.
c. Document
infractions.
d. Coordinate
with customers/ insurance co. on car damage situations. Negotiate with vendors
for discounts.
e. Complete and verify the appropriate hiring documentation for new employees.
g. Comply with all state and federal
labor laws.