Posted on by wrote in Octopus Employment.

We’re interested in enthusiastic, motivated individuals with exceptional customer service skills.

Purpose:
To develop and maintain a staff of assistant managers and production employees to focus on  continuous improvement of customer service.

Our Goal:
Provide our customers with the highest quality services and products available, in a friendly environment, at a fair price, and in an efficient manner.

Key results:

1. Increase customer satisfaction. The measures are:
– Increase the number of cars washed.
– Decrease the number of errors made by the production employees (quality and safety).
– Increase the positive feelings of the customers for the entire experience (friendliness).

2. Increase bottom line revenues:
– Increase volume.
– Increase extra-services purchased.
– Labor cost control.
– Reduce waste and chemicals and utilities.

3. Developing skills:
– Administer effective and through staff training.
– Decrease mechanical problems.
– Maintain equipment.
– Clean, maintain, and improve facility to rigorously high standards.

Key activities:

Customer satisfaction:
1. Directing management.
– Helping assistant managers to see employee errors.
– Training management how to optimize labor for ultimate efficiency.
– Use human resource training to decrease turnover and improve quality.
2. Directing employees.
– Directing employees to make corrections in quality and customer service.
– Coach employees on job skills.
– Monitor and administer employee incentives/ pay.
– Resolve conflicts.
3. Customer service.
– Handling customer complaints.
– Dealing with car damage issues.
– Providing customer confidence through courtesy and name recognition, shake their hand and thank them for coming in. We appreciate there business.

Increasing bottom line revenues:
1. Conduct training meetings
– Expand skill levels of all employees.
– Role-play, problem solve & coach people.
2. Motivating the salespeople.
– Addressing their concerns as the customers relay them.
– Monitoring their daily sales averages.
– Procedural training.
3. Scheduling and spacing the extra service detail.
– Interact with the salespeople to obtain consistent detail volume.
– Coach the detail personnel.
– Monitor daily inventory of detail supplies.
4. Conduct training meetings
– Expand skill levels of all employees.
– Role-play, problem solve & coach people.
5. Personnel / Human resources.
– Interview and select staff for maximum flexibility.
– Schedule employees based on projected volume.
– Interact with organizations that can help produce employees as needed.
6. Monitor the wash process.
– Monitor detergent use and effectiveness on an hourly basis.
– Make adjustments and changes based on conditions.
– Fill and maintain inventory of cleaning components.
– Control utility costs wherever possible.
– Conduct hazardous materials training.

Developing Skills:
1. Working on the line:
– Consistently correcting the quality.
– Correcting the employee’s actions, consistent training making sure the employees are doing the job the way we want it done.
– Appeasing the customer.
– Monitor labor costs and adjusts crew size to compensate.
2. Working on the equipment:
– Constantly maintaining/ repairing to eliminate downtime and increase car quality.
– Critiquing the facility for cleanliness and customer appeal.
– Installing and modifying equipment after hours.
3. Office work:
– Monitor the cars per man hour on an hourly basis, more often when needed and adjust accordingly.
– Provide raise/incentive information to bookkeeping.
– Document infractions.
– Coordinate with customers/ insurance co. on car damage situations. Negotiate with vendors for discounts.
– Complete and verify the appropriate hiring documentation for new employees.
– Comply with all state and federal labor laws.
4. Facility Upkeep and Repair.
– Constant housekeeping due to the high traffic and harsh environment.
– Identifying and delegating areas in need of janitorial attention.
– Providing a clean environment to impress the customers and provide a “clean code of conduct”.

 

Manager: Pay, Incentives & Conditions.

Income:
1. Weekly salary of ____________$ weekly based on a 52 ½ , hour workweek.
2. Monthly Profit distribution plan.
– A percentage of the net profits of the location are distributed to the management.
– Profits are derived from increased sales, cost control, and customer service.
– Profits are affected by the weather and other slow business concerns.
Vacation:
1. Head Managers employed one full year are allowed one week paid vacation.
2. Head Managers employed two full years or more are allowed three weeks paid vacation.
3. Vacations must be taken during the months of June, July, and August. Vacations are taken one week at a time, not consecutive.

Days Off:
1. Two days off are given per week.
2. Days off are Sunday and Monday.

Hours Worked:
1. Start the Job at 7:30 am Monday through Sunday.
2. Finished when the job is done; usually 6:15 PM Monday through Saturday, and 5:15 on Sunday.
– Variables would include necessary maintenance either scheduled or not.
– Excessive cleanup and housekeeping that cannot be completed during regular hours.
3. Average workweek is 52 ½ hours.
4. Average day is 10 ½ hours.

Health Care:
1. Health and Dental are available after 6 months of employment.
– Octopus pays ½ or more of the premium for the employee.
– Employee pays spouse and family coverage.

Conditions:
1. Physical working environment with a large amount of repetitive motion and bending.
2. Wet concrete surfaces to walk on all day.
3. Virtually no sitting except when moving customer’s vehicles around the lot.
4. Scrubbing motions are used constantly.
5. Mechanical work requires hand, and power tool operation.

Environment:
1. Loud blower requires ear protection.
2. Hot and humid in the summer.

Employee Interaction:
1. Typical car wash employees have limited communication skills.
2. Bilingual ability (Spanish) is more and more important for conflict resolution and training.
3. Due to the low skill level turnover is high creating frustration and the need to cover employee positions.