Department Manager - Vancouver, Canada - Coast Spas Lifestyles

Coast Spas Lifestyles

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Coast Spas is the lower mainland's premier Hot Tub and Home Recreations retailer. Our brand is built on innovation, quality and industry leading customer service.

Located in Langley, BC, our retail location is currently looking to add a Full Time SERVICE MANAGER to our team.

The Service Manager is a key customer facing, customer service role within Coast Spas Lifestyles. Their department is the main point of contact for all customer service, repair, and warranty issues.

As such, the Service Manager must lead by example at all times, providing the highest level of customer service, developing long lasting customer relationships, leading a team of service team members, and displaying a positive, can-do attitude.

They are a dynamic and creative problem solver, with excellent decision making skills, that can handle changing priorities with ease.

The Service Manager is responsible for driving revenue within the Service Department, while optimizing opportunities to reduce costs.

The Service Manager leads by example in all aspects of their job, including but not limited to customer service, problem solving, work ethic, initiative, teamwork, and attendance.

Please note this is a contract term position with the option to transition into a permanent role.

KEY ACCOUNTABILITIES:

Maintain strong relationships with Coast Spas Manufacturing, dealers, manufacturers, suppliers, and customers.
Monitor department related issues and client complaints and create methods to lessen recurring issues.
Determine the customers servicerelated needs and accurately relay that information to technicians
Manage a small team of service technicians, advisors, counter staff other team members.
Monitor the performance of service staff, train new hires and provide regular feedback to all team members
Manage staff schedule, ensuring both counter and technician coverage that matches business needs.
Inventory control, including ordering parts, receiving, regular scheduled cycle counts, and investigations and procedural solutions for levels, discrepancies, and shrink.
Submit and track all warranty claims, reviewing credits from Coast Manufacturing, and ensuring a positive revenue position on warranty claims.
Enter work orders and tech support logs into POS, process payments, follow up on outstanding invoices, update service history.
Maintain a safe working environment in accordance with all company policies and WorkSafe BC regulations.
Delegate, direct and assign service and department tasks to team members to ensure timely completion of all tasks and meet deadlines.
Follow up with customers after service calls, ensuring high levels of customer satisfaction through a culture of service excellence.
Monitor and track results of individual Service Team members, motivating, and coaching as needed.
Payroll entry, tracking, and other administrative duties as needed.
Conduct regular Service Team meetings, fostering a culture of open communication.
Adhere to and enforce all company policies and procedures.
Ensure personal and team compliance with all WCB, Worksafe, and any other applicable provincial health and safety legislation.

TEAM LEADERSHIP:

Leading, directing and motivating the Service Team to achieve sales and service objectives.
Coaching, counseling, and where applicable, disciplining employees.
Deal with all issues that arise from staff and/or customers in the absence of Senior Management.
Regularly communicate with General Manager to discuss strengths, opportunities, and action plans of both department and staff.
Provide a strong leadership presence, leading by example in all aspects of personal conduct, follow through and positive attitude.

SKILLS:

Excellent IT and MS Office skills
Numerical and Analysis skills
Excellent verbal and written communication skills
Teamworking skills
Strong organizational skills
Problem solving skills
Prioritizing skills
Customer management skills
Time Management skills
Decision Making skills

EXPERIENCE:

Minimum 3 years of Service/Retail and Supervisory experience.
Technical/repair knowledge of spas, swim spas, hot tubs, pools or similar is beneficial

A flexible schedule is required. Some heavy lifting may be required.

Job Types:
Full-time, Permanent, Fixed term contract

Salary:
From $55,000.00 per year

Benefits: