Service Centre Manager

5 days ago

North Saanich, Canada Budget Car & Truck Rental Full time

**Job Overview**

Devon Transport Ltd. is an essential part of the tourism industry through car rental. Our Service Centre offers a concierge type service for customers upon return and for preferred customers picking up their rental. The center acts as a Victoria and area ambassador to exceed service levels for customer's travel and service questions at the Kiosk located by the Budget parking area.

The Service Centre Manager is also responsible to oversee the Service Centre operations and staff to ensure that every customer is provided a clean and well-maintained vehicle in a timely fashion, recognizing that the cleanliness and well-maintained rental vehicle is part of the customer service experience.

**Position Responsibilities**
- Conduct daily game plan meetings
- Coach and train staff in customer interactions, policies and standard operating procedures for the Kiosk and Service Centre
- Effectively onboard staff using an on-the-job model
- Communicate policies and procedures effectively to staff, and continually evaluate current practice standards.
- Manage employee relations including accountability, expectations, recognition and discipline
- Direct Service Centre operations to ensure that available inventory meets customer demand
- Conduct fleet audits, daily, monthly and as needed.
- Effectively manage asset of inventory, including damage prevention, repairs and parking lot capacity
- Execute fleet plan in conjunction with front counter staff and management including the Victoria Distribution Department and Operations
- Execute fleet maintenance using fleet maintenance procedures or as directed by Distribution and/or Operations
- Conduct weekly Service Representative inspections, coach and direct accordingly.
- Organize all facets of Service Centre to provide service and quality to customers.
- Inspect Kiosk building and parking lot to ensure front facing customer cleanliness, request maintenance as needed.
- Identify supply needs and order as necessary.
- Complete administrative activities for Kiosk, Service Centre and Claims processes
- Manage damage claim system including the system of identifying and tracking damage, repair and processing claims
- Schedule staff in accordance with business demand peaks and lulls

**Position Requirements**:

- Attention to detail.
- Shift flexibility as needed to meet business demands.
- Punctual and accountable for shifts
- Willingness to learn.
- Recognition of service and quality in a customer experience

**Qualifications and Experience**
- Management experience 1-2 years
- Experience in tourism and hospitality management is considered an asset
- Post-Secondary in a related field is considered an asset.
- High aptitude in both written and verbal English
- Vehicle knowledge considered an asset.
- Class 5 driver’s license with a clean driver’s abstract.

**Knowledge, Skills, and Abilities**
- Ability to assess the needs of a team in conjunction with business acumen.
- Excellent listening and communication skills.
- Team leadership and motivation techniques
- Highly organized in time management
- Detail oriented
- Ability to multi-task while meeting deadlines in a fast paced environment
- Flexibility and ability to adapt to changes.
- Excellent English language skills, additional languages considered an asset

**Working Conditions**
- Schedule that includes weekends and holidays
- Ability to work inside an airport and follow airport security requirements.
- Ongoing training and feedback.
- Work within and support an existing management structure
- Work alone and in a team

Join our team as a Service Center Manager and take the next step in your career while making a significant impact on our customers' experiences and within our team

**Job Types**: Full-time, Permanent

Pay: $23.00-$24.00 per hour

Expected hours: 40 - 50 per week

Additional pay:

- Commission pay

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match

Schedule:

- Evening shift
- Weekends as needed

Licence/Certification:

- Class 5 Licence (required)

Work Location: In person

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