Office Supv I.Customer Service

Job Summary: Reporting to the General Manager, coordinate the daily office activities and properly staff all office workers, including part-time staff for sale days proportionate to number of cars consigned. Perform all duties assigned by the General Manager. Must know, practice and ensure that company policies and procedures and state or federal laws are followed at all times by persons under their jurisdiction. Responsibilities and Duties: 1. Provide prompt and courteous service: both on the phone and in person. A. Demonstrate friendliness and proper phone etiquette with every customer. B. Maintain a professional appearance consistent with the Handbook. 2. Make sure customers receive prompt, efficient and courteous attention for all contacts and transactions. 3. Make sure all Department employees are thoroughly familiar with procedures for handling all aspects of customer service. 4. Resolve any customer complaints in a friendly, courteous manner. Advise the General Manager or designee of all serious complaints or incidences. 5. Assist in coordinating recruiting and hiring procedures for office staff with the Human Resources Representative per policy. 6. Assist in developing and training all employees within the Department by company standards and guidelines. Monitor training conducted and ensure such training is according to company policy and procedures. 7. Make sure Department is properly staffed at all times. Control regular and overtime payroll within budgets. 8. Monitor accuracy of timecard procedures. Control and monitor overtime, vacations, leaves of absence, sick pay, worker’s compensation cases, holiday pay and other payroll related matters as they occur. 9. Assist in preparing and conducting performance appraisals for all Department employees per company policy; maintain all wage and salary guidelines within the Department. 10. Maintain and promote positive employee relations and morale whenever possible by practicing sound leadership and human relations principles to promote teamwork at all times. Set a good personal example of attitude and performance. Resolve employee relations problems, complaints, suggestions, etc. Follow through and communicate employee relations problems to the General Manager. Evaluate and take positive, consistent, disciplinary action on infractions of company policies and procedures as defined in the employee disciplinary policy. Work with the General Manager and Human Resources Representative in conducting written warnings, suspensions and terminations of employees. 11. Ensure proper follow-through on all directives, bulletins, schedules and accounting from the General Manager or other corporate sources. Conduct Department meetings at least once a month or as necessary to communicate Company and Department issues and build teamwork among the employees. Maintain a good flow of communication with the yard and office personnel. 12. Review monthly analysis of office related expenses and assist in preparation of office budgets. 13. Assist in preparing purchase orders, maintaining inventory and ordering supplies and forms for the office. 14. Monitor all facility conditions, vehicles, property and equipment within corporate standards for cleanliness, proper maintenance and safety. Conduct weekly inspections to determine if appearance meets these standards and advise Facilities of all breakdown and maintenance needs immediately. 15. Make sure all Department area conditions do not threaten employee or customer safety. Respond to and follow proper procedures on employee and customer accidents, injuries, and loss or damage to any property. Report all incidents immediately. Practice and instruct all employees in proper loss prevention and reaction procedures. Report all incidents properly and immediately. Educational Requirements and Qualifications: High School Diploma/GED and one (1) year supervisory or auto auction experience preferred. Basic computer skills are required. Must be qualified to operate a motor vehicle and possess a valid driver’s license.