CUSTOMER SERVICE ATTENDANT

PURPOSE OF A CUSTOMER SERVICE ATTENDANT:

Maximize customer satisfaction and business volume by assisting customers, processing vehicles quickly and safely, resolving problems, and facility care.

PRIMARY RESPONSIBILITIES:

• Greet customers with a smile and polite friendly attitude.
• Comply with all standard operating procedures and safety protocols.
• Gain a thorough understanding of Paystations and POS equipment.
• Engage with customers to highlight unlimited monthly plans and increase enrollment.
• Promptly guide customers onto conveyor safely, pointing out safety instructions.
• Use hand signals to point out existing damage to vehicles entering the wash.
• Identify potential hazard vehicles that should not enter the wash.
• Maintain quality standards to ensure 100% customer satisfaction.
• Address all customer issues professionally to ensure customer satisfaction.
• Maintain the cleanliness of all Hogwash facilities, grounds, and equipment.
• Gain a thorough understanding of the wash process, equipment, and chemicals.

SUCCESSFUL CSAS:

• Earn $12-$15 per hour.
• Maintain wash quality with frequent quality control checks.
• Exceed customer expectations.
• Present a professional image, in appearance and attitude.
• Communicate effectively with customers and coworkers.

GROWTH/ADVANCEMENT TO CUSTOMER SERVICE LEAD FOCUS:

• Master opening/closing functions and procedures.
• Assist in recruiting, training, and coaching of employees.
• Learn how to maintain chemical/supply inventories and ordering.
• Lead by example and promote a culture of accountability.
• Learn preventative maintenance to ensure safe operation and maximize equipment lifespan.

CUSTOMER SERVICE LEAD

PURPOSE OF A CUSTOMER SERVICE LEAD:

The Customer Service Lead’s purpose is to work closely with the Customer Service Attendants and General Manager to develop and maintain a team approach to process a clean, dry, shiny vehicle for each customer, while ensuring adherence to operational procedures.

PRIMARY RESPONSIBILITIES:

• Greet customers with a smile and polite, friendly attitude.
• Ensure 100% customer satisfaction.
• Ensure team adheres to all standard operating procedures and safety protocols.
• Demonstrate a thorough understanding of Pay stations and POS equipment.
• Engage with customers to highlight unlimited monthly plans and increase enrollment.
• Promptly guide customers onto conveyor safely, pointing out safety instructions.
• Use hand signals to point out existing damage to vehicles entering the wash.
• Identify potential hazard vehicles that should not enter the wash.
• Maintain wash quality through accurate quality controls and frequent tunnel inspection.
• Maintain the cleanliness of all Hogwash facilities, grounds, and equipment.

SECONDARY RESPONSIBILITIES:

• Expand knowledge of the wash process and equipment.
• Monitor chemical and supply inventory. Assist with orders, receiving and documentation.
• Lead with integrity and promote a culture of accountability.
• Maintain efficient day-to-day operations.
• Assist with recruiting, development, and motivating Customer Service Attendants.

SUCCESSFUL CUSTOMER SERVICE LEADS:

• Earn $14-$16 per hour.
• Lead by example, taking initiative.
• Mentor, train, and coach team members to expand operational knowledge.
• Present a professional image, in appearance and attitude.
• Communicate effectively with customers and coworkers.

PHYSICAL REQUIREMENTS:

• Ability to work outdoors in all weather conditions.
• Ability to work in a fast-paced environment while on your feet for the entire shift.
• Must have reliable transportation.
• Must be available to work a flexible schedule, including weekends.

GROWTH/ADVANCEMENT TO ASSISTANT SITE MANAGER FOCUS:

• Monitor sales on a daily, weekly, and monthly basis.
• Strive to achieve sales goals and store growth.
• Maintain a clean, attractive, safe facility.
• Maintain budgeted operational costs.
• Ability to manage daily operations including opening and closing procedures.
• Completion of required written reports in the allotted timeframe.
• Perform weekly, monthly, and annual equipment preventative maintenance.
• Demonstrate knowledge of WhenIWork application to schedule staff daily and weekly.
• Ability to solve problems/restore operations in the event of an equipment malfunction.

ASSISTANT SITE MANAGER

PURPOSE OF AN ASSISTANT SITE MANAGER:

The Assistant Site Manager’s purpose is to work closely with the Site Manager and General Manager and direct activities of Customer Service Attendants to maintain a team approach to deliver a clean, dry, shiny vehicle for each customer in a safe, speedy, and friendly manner, while continually controlling the costs of operation and appearance of the facility.

PRIMARY RESPONSIBILITIES:

• Maintain efficient day-to-day operations by scheduling sufficient manpower each day using the WhenIWork application.
• Lead with integrity and promote a culture of accountability.
• Properly address all customer concerns to ensure customer satisfaction.
• Ensure team adheres to all standard operating procedures and safety protocols.
• Continually expand knowledge of the wash process and equipment.
• Schedule and perform weekly, monthly, and annual equipment preventative maintenance.
• Solve problems/restore operations in the event of an equipment malfunction.
• Monitor chemical and supply inventory. Assist with orders, receiving, and documentation.
• Monitor sales on a daily, weekly, and monthly basis.
• Strive to achieve sales goals and store growth.
• Assist with recruiting, development, and motivating Customer Service Attendants.
• Assist with PayStation cash, reconciliation, and prepare bank deposits.
• Maintain the cleanliness of all Hogwash facilities, grounds, and equipment.
• Manage daily operations, ensuring staff knowledge of opening and closing procedures.
• Completion of required written reports in the allotted timeframe.

SECONDARY RESPONSIBILITIES:

• Demonstrate knowledge of the wash process and equipment.
• Monitor chemical and supply inventory. Assist with orders, receiving and documentation.
• Lead with integrity and promote a culture of accountability.
• Maintain efficient day-to-day operations.
• Assist with recruiting, development, and motivating Customer Service Attendants.

SUCCESSFUL ASSISTANT SITE MANAGERS:

• Earn a salary of $34,000 – $39,000 per year, plus incentives.
• Possess a team mentality and a positive attitude.
• Take initiative and have the drive to succeed.
• Delegate tasks to the team members and maintain accountability.
• Mentor, train, and coach personnel to develop operational knowledge.
• Present a professional image, in appearance and attitude.
• Communicate effectively with customers, coworkers, and owners.

PHYSICAL REQUIREMENTS:

• High school diploma or equivalent. College course work a plus, not required.
• Demonstrated leadership and customer service experience.
• Computer proficiency with internet, email, POS, Microsoft Office etc.
• Ability to work a flexible schedule to include nights and weekends.

GROWTH/ADVANCEMENT TO SITE MANAGER FOCUS:

• Strive for excellence with a smile.
• Meet/exceed sales and growth goals.

Site Manager

PURPOSE OF A SITE MANAGER:

The Site Manager’s purpose is to work closely with the General Manager and Assistant Site Manager and direct activities of Customer Service Attendants to maintain a team approach to deliver a clean, dry, shiny vehicle for each customer in a safe, speedy, and friendly manner, while continually controlling the costs of operation and appearance of the facility.

PRIMARY RESPONSIBILITIES:

• Maintain efficient day-to-day operations by ensuring sufficient resources each day.
• Lead with integrity and promote a culture of accountability.
• Properly address all customer concerns to ensure customer satisfaction.
• Ensure team adheres to all standard operating procedures and safety protocols.
• Continually expand knowledge of the wash process and equipment.
• Manage weekly, monthly, and annual equipment preventative maintenance program.
• Solve problems/do repairs to restore operations in the event of an equipment malfunction.
• Monitor chemical and supply inventory. Complete orders, receiving, and documentation.
• Monitor sales on a daily, weekly, and monthly basis.
• Strive to achieve sales goals and store growth.
• Recruiting, development, and motivating Customer Service Attendants.
• Manage PayStation cash, reconciliation, and prepare bank deposits.
• Maintain the cleanliness of all Hogwash facilities, grounds, and equipment.
• Manage daily operations including opening and closing procedures.
• Completion of required written reports in the allotted timeframe.

SUCCESSFUL MANAGERS:

• Earn a salary of $45,000 – $50,000 per year.
• Possess a team mentality and a positive attitude.
• Take initiative and have the drive to succeed.
• Delegate tasks to the team members and maintain accountability.
• Mentor, train, and coach personnel to develop operational knowledge.
• Present a professional image, in appearance and attitude.
• Communicate effectively with customers, coworkers, and owners.

PHYSICAL REQUIREMENTS:

• High school diploma or equivalent. College degree preferred, not required.
• Demonstrated leadership and customer service experience.
• Computer proficiency with internet, email, POS, Microsoft Office etc.
• Ability to work a flexible schedule to include nights and weekends.

GROWTH/ADVANCEMENT FOCUS:

• Strive for excellence with a smile.
• Meet/exceed sales and growth goals.