RESPONSIBILITIES AND DUTIES:

Accountable for franchisee relationships, sales, operations excellence, training, as well as contractual compliance. 
 
Ensure Franchisees obtain Business Excellence

• Support of franchisees for proper use of Meineke Business Model and Systems.
• Assist Franchisees in analyzing their business opportunities and areas for improvement through short and long term business planning and regular financial business reviews, including knowledge of EBITDA and P&L
• Accountable for driving sales in the marketplace.  Assist franchisees with sales planning, operational execution and marketing activities.
• Communicate and implement changes to standards, policies and contracts with Franchisees and follow up on all issues within the franchisee contract.
• Promote the overall appearance and professionalism of the franchisee’s facility
• Ensure that all new service programs are carried out by all franchisees.
• Cooperate with franchisees to promote business and retain customers.
• Resolve customer disputes in connection with franchisee locations and/or warranties

Conduct Operations Evaluations in all Franchise stores

• Understand, interpret, uphold, and enforce standards, policies, and procedures.
• Evaluate all systems in stores in market to ensure proper compliance against standards, procedures and programs.
• Evaluate all franchise stores at a minimum of 2 times per year.
• Conduct revisits on underperforming stores within specified time frame.
 Provide franchisees with appropriate coaching, training, education and development tools
• Ensure franchisees have completed and implemented all current store level training programs.
• Responsible for the communication / training and follow up of all new product and process roll-outs in their region.
• Assess training needs of assigned markets and identify problem(s) where training needs are evident.
• Partner with the franchisees to develop targeted training as well as delivery of standard programs
• Provide hands-on training during evaluations and visits.
• Provide positive, constructive, and actionable feedback.
• Identify operational gaps and make recommendations on areas for improvement.
• Act as Operations expert and resource for information to the marketplace.
• Assess and share best practices.

Other Desired Skills:

• Some service management experience
• ASE certifications strongly preferred
• Ability to travel overnight
• Tire and/or automotive store experience a plus
• Ability to build strong working relationships
• Multi-unit management or oversight experience
• Strong networking and follow-up skills
• Ability to manage work with little oversight
• Initiates action through self motivation
• Ability to persuade others to get results

Position Summary:

The Dispute Resolution Specialist (DRS) position proactively collects and resolves customer disputes. DRS’s develop and own the relationship with each customer, creating a highly positive customer experience. The person in this role will have responsibility for:

Requirements:

• Maintain continuous communication and contact with customers throughout the 
  process
• Maintain customer files, i.e. document activity notes
• Good organizational skills, time management and detail oriented
• Ability to handle multiple tasks
• Energetic, self-motivated and dependable
• Handles a high volume of inbound calls and emails. 
• Periodically provides back-up coverage for other customer service specialists who 
  are away from their desks.
• Ability to read and interpret documents such as policies, procedures and work
  instructions. 
• Excellent telephone, oral and written communication skills.
• Ability to communicate effectively, both verbally and in writing, with all levels of
  external and internal customers. Ability to write clear and grammatically correct
  correspondence.  Ability to communicate effectively with teammates, vendors and
  customers of the organization. 
• Ability to solve practical problems and deal with variables in situations where only
  limited standardization exists.  Ability to interpret a variety of instructions furnished in
  written, oral, diagram, or schedule form.  On occasion will have to exercise
  independent judgment.
• Proficient in data entry, including speed and accuracy while speaking on the phone.
• Strong customer service skills.
• Demonstrates a sense of urgency in all activities.
• Reliable and punctual attendance.
• Multitasking capability.
• Willingness to continue to evolve and develop personal skills to meet the changing 
  environment. Demonstrates goal-orientation and a drive to succeed.
• Ability to work under pressure and meet deadlines
• Ability to work effectively in a team environment as well as independently. Must be
  able to build strong working relationships with both internal and external customers.
• Ability to maintain confidentiality and discretion in business relationships and exercise
  sound business judgment.
• Excellent telephone communication skills and customer service skills.
• Demonstrates excellent problem solving skills and negotiating skills.
 
Essential qualifications for this position include:

• A minimum of 3 years experience in a problem resolution/help desk/customer service
  environment
• Excellent verbal and written communication skills with a customer connected attitude
  and phone manner
• Proficient with Microsoft Office products
• Ability to multi-task and work well under pressure
• Must be a self starter, responsible, highly dependable, extremely accurate and
  organized
• Must have strong team skills as well as the ability to work independently in a team
  environment

Desired skills include:

• Automotive parts knowledge a plus but not necessary.
• Bilingual skills a plus.
• Some college, degree preferred.
• Above average math skills.