SUMMARY
The BriteWorX Manager is responsible for efficient and profitable car wash operations. Manager is responsible for cleanliness and maintaining a superior image at the facility, promoting cash wash sales and providing customers with an exceptional buying experience. The position has responsibility for addressing customer concerns and security of company assets by implementing and ensuring compliance with appropriate cash/asset handling processes. This position will operate the wash alongside BriteWorX Associates and will spend much of their work time outside.
RESPONSIBILITIES BY COMPETENCY: (*denotes an essential function of the position)
Business Results Orientation
- Operate car wash efficiently to achieve sales, expense, and profit goals
- Monitor equipment and facility to ensure cleanliness, safety, image, and wash quality meet expectations
- Maintain and ensure accuracy of the car wash membership database and ensure billing is updated as required
- Understand how to perform financial analysis and attain expected store sales, profits and margins
- Protect company assets at all times by: ensuring bank deposit is completed in timely manner on a daily basis; completing daily paperwork requirements; performing petty cash audits and reporting irregularities to management in a timely manner
- Develop staffing schedule and maintain regular attendance designed to meet customer service needs and manage labor cost, approving timesheets as required
- Work an irregular schedule, including 40+ hours per week and some evenings and weekends
- Maintain regular attendance and follow designated safety practices
- Maintain and track all necessary on-site inventories and provide related reports to BSC team
Perform diagnosis as requested and conduct repairs within scope of capabilities and time constraints
Ask questions to understand Balanced Scorecard (BSC) and understand his/her contribution to the BSC
Bring forward operational efficiency ideas to the supervisor and/or the BSC team
Assist in development of marketing and promotions designed to drive sales
Examine the marketplace for changes that may affect the business
Develop promotions to increase sales and profits while providing customer satisfaction
Perform other duties not listed as required
Communication
- Communicate effectively and professionally with customers, employees, internal support staff, external vendors, members of management
- Excellent verbal and written communication skills
- Manage customer complaints, damage claims, review videos of incidents, etc… and report to management/appropriate support personnel
- Ensure customers are aware of current wash promotions and offerings
- Report any customer injuries, any customer property or facility damage, or safety issues to supervisor and appropriate support personnel immediately
- Update employees on goals, business results, safety issues, and other important company information regularly; celebrate success
Respond timely to requests from management, customers, support staff, etc…
Customer Service Orientation
- Promote customer awareness and a customer-focused mindset among all employees; lead by example
Suggest wash products, promotions and services to customers that may fit their needs
- Ensure all staff comply with company appearance and uniform standards at all times
- Respond timely to customer inquiries, suggestions, complaints, and damage reports
- Handle customer meetings in an ethical, professional and efficient manner
Suggest company or facility improvements that will enhance customer service
Follow through with customer recovery as needed when service does not meet expectations
Developing Talent
- Maintain a competent and professional work force trained on all car wash operations and customer service
- Evaluate and coach employees regularly as required and as needed
- Provide employees with required safety and operational training
- Attend training to further professional development according to company guidelines
- Stay abreast of current trends in the car wash industry and cross train others as needed
Promote team development, enthusiasm, and pride
Provide encouragement and development for employees as needed for further growth
Contact Human Resources for advice or assistance in hiring, counseling, appraising or terminating as necessary
Technical Expertise
- Maintain knowledge of car wash operations, equipment and chemicals
- Monitor completion of duties each shift as required to maintain the facility and wash
- Troubleshoot, diagnose, and make needed repairs of equipment/facility, utilizing maintenance staff when needed with focus on safety
- Understand and utilize all electronic and computer systems used in daily operations
- Understand chemicals (performance, ordering, loading, maintenance, safety, etc.) as well as cleaning and changing of water systems filters
- Understanding the air compressor operations and maintenance, in case of some air pressure loss.
- Understanding equipment brush system (how to remove and cleaning processes if contaminated)
- Develop and maintain knowledge of car wash equipment and basic carwash operating systems
- Perform diagnostic and service maintenance as needed for customers’ car washes
- Perform chemical filtration and testing on water samples from car washes
- Diagnose problems with equipment and make repairs as directed or make recommendations for repairs
- Repair or replace defective parts
Adjust functional parts of devices and control instruments
- Observe mechanical devices in operation and listen to sounds to locate causes of trouble
- Knowledge of general maintenance protocol, including electrical, plumbing, and car wash equipment
Safety
- Attend and participate in safety meetings
- Conduct responsibilities with focus on safety first
- Ensure all protocols are followed in the event of an accident
- Work diligently to correct safety deficiencies in a timely manner
- Complete required safety training
- Take responsibility for correction of unsafe conditions
- Report all work-related injuries and/or property damage accidents immediately
- Inform supervisor of unsafe conditions and behaviors, and recommend solutions to correct or eliminate them
SUPERVISORY RESPONSIBILITIES
Direct: Brite WorX Associates (9-10)
Indirect: None
Responsible for the overall direction, coordination and evaluation of each position. The position carries out supervisory responsibilities in accordance with the organization’s policies, applicable laws, Wallis culture, expectations and behaviors. Responsibilities include planning, assigning and directing work; managing development, training, and certifications; appraising and managing performance, rewarding and disciplining employees up to and including termination with supervisor’s approval; addressing complaints; resolving problems; and promoting health and safety of the workforce.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. (*denotes an essential qualification of the position)
Education: *Required: Equivalent to high school diploma
Experience: *At least 2 years of experience in retail, car wash, customer service, or related field
Language Skills: *Ability to read, write, speak, and understand English in a manner that is sufficient for effective communication with groups of managers, clients, customers and the general public.
Skills and Abilities: (May be representative but not all-inclusive of those commonly associated with the position)
Mechanical/technical skills necessary to complete basic troubleshooting and maintenance of equipment
Ability to use own judgment in the analysis of facts and circumstances surrounding individual problems and transactions and taking the initiative to determine actions to be taken within the limits of standard or accepted practice
Willingness to work an irregular schedule, including evenings and weekends and be “on call”
Willingness to work outside in all weather conditions
Strong organization skills, paired with ability to multi-task and handle multiple priorities in a fast-paced environment
Well-developed interpersonal skills
Extraordinary attention to details
Technology, Tools,
And Equipment: *Required: Computer, Microsoft Windows, Telephone, Excel, Email, Internet
Preferred: Copy/print/fax machine, Power washer, Various hand tools, both power and manual
(Proficiency with preferred items is not required to meet minimum qualifications, but proficiency must be established to complete essential job functions)
Certificates, Licenses None required
and/or Registrations:
PHYSICAL DEMANDS
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
See:
Must be able clean equipment and facility plus conduct minor troubleshooting and repairs
Stand/Walk:
Must be able to move around car wash
Touch/Grasp/Feel:
Must be able to handle cleaning equipment and supplies
Talk or Hear:
Must be able to communicate in person and on telephone system
Working Conditions:
Outside facility maintenance
Car wash
Disclaimer:
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Wallis Companies reserves the right to make changes to job descriptions as needed with or without notice to affected employees. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws. This job description does not establish a contract for employment.
INDBWXSM
