Sales & Customer Service Manager
Job Summary:
This role is responsible for the overall management and strategic direction of his or her assigned Location and the related field territory, with emphasis in the areas of Management of Customer Service and Operations.
Essential Responsibilities:
Management of Customer Service and Operations:
Manage overall operations and supervise the employees.
Develop overall business and operational strategy.
Oversee the development and maintenance of the operational plans.
Manage the efforts of employees in providing a high level of customer service and evaluate the customer service performance of employees.
Proactively seek process improvements to ensure high quality customer service.
Ensure the Location complies with company/group policies, procedures, rules and regulations and all applicable laws.
Resolve customer issues and disputes on a timely basis.
Use initiative, independent judgment, discretion, and decision-making skills to perform a variety of duties and solve problems.
Oversee the daily cleanliness, maintenance and security of the Location and the assets contained within as well as all vehicles.
Manage petty cash in accordance with company/group policies.
Ensure the consistent application of proper underwriting practices, including auditing of tickets.
Perform customer service duties on an as-needed basis, in the case of a difficult transaction, during busy periods, and/or for training purposes.
Establish overall training and development strategy for Branch employees:
Supervise, mentor, train, coach, evaluate and develop staff.
Provide continual feedback regarding employee performance; meet with personnel to monitor sales goals and overall performance.
Conduct and/or participate in the recruitment, interviewing and hiring of Location employees.
Prepare effective and timely employee reviews and oversee the review process.
Evaluate, document and confer with management team regarding employee performance.
Investigate/resolve employee complaints.
Ensure adherence to company procedures and applicable laws.
Build consensus within team to achieve Location goals.
Sales and Marketing/Financial Performance:
Develop overall sales and marketing strategy for the Location.
Plan for future growth of Location.
Assess and analyze competitive environment and provide appropriate reports and recommendations.
Develop, plan and actively participate in sales and marketing efforts to increase and improve business.
Train, motivate and coach employees to increase sales.
Call on existing and potential customers to develop business.
Accompany other employees on marketing visits for training purposes.
Manage receivables, collecting difficult accounts receivables and recommending accounts for referral to collection.
Supervise and train other employees regarding receivables.
Review and analyze reports, financial statements and billing.
Develop overall fleet strategy for Branch:
Plan and oversee management of the fleet.
Educational / Other Requirements:
A Bachelor’s degree in a Management or related discipline.
A minimum of 5 years’ experience in managing a team or similar experience.
A minimum of 4 years’ experience in sales and a strong record of achievement in a business related environment.
2 years’ experience in a vehicle / fleet maintenance environment would be considered an asset.
Ability to provide executive-level strategic direction for all aspects of a discrete business location, and to supervise the day-to-day management of that location.
Demonstrative ability to supervise, motivate and influence others.
Demonstrative ability to develop and facilitate training.
Proficient in MS Office (Word, Excel, PowerPoint & Outlook).
Knowledge of TSD or other Car Rental Software would be an asset.
Must have a valid Driver's permit with a minimum of two (2) years driving experience.
Must be able to work flexible hours in a 24 hour operation, weekends and Public Holidays