General Manager - Glass Doctor, A Neighborly Company

Job Title: General Manager

STATEMENT OF DUTIES

Primary Function

Join an innovative glass repair/replacement and custom glass shower surround business serving both residential and commercial customers as the General Manager, responsible for all day-to-day operations, staff management, customer service, marketing & sales, and profit and loss. As the General Manager, you will have the opportunity to make strategic decisions and shape the business's growth, contributing to its long-term success.

Working independently, but under the general direction of company President, the General Manager (GM) is responsible for all aspects of service delivery, including the management of staff to ensure exceptional 5-Star customer service to all clients while maintaining highest levels of safety in operations. The GM has direct responsibility for the financial success of the business through managing activities that drive Key Performance Indicators (KPIs).

Specific Duties

1. Ensure timely delivery of high-quality products and services to customers.

2. Acquisition of new customers through effective sales and marketing practices and relationship-building efforts.

3. Manage all billing and collection of payments.

4. Manage all aspects of exceptional service delivery by the team.

5. Treat all customers and fellow employees with respect at all times.

6. Build and foster a purpose-driven team through recruitment and onboarding, and through ongoing training and development.

7. Drive continuous improvement of customer experience and in-house processes.

8. Develop and maintain a spirit of cooperation, respect and teamwork with all employees.

9. Approve invoices and payments for vendors providing goods and services to the business.

10. Maintain open line of communication with management and team members at all times.

11. Create and maintain an up-to-date office schedule to ensure proper staffing levels.

12. Ability to mine data to ensure all customer estimates have been reviewed and communicated and followed up on.

13. Perform other duties as assigned which may include the duties outside this job description and may also include cross-training in related positions within the company.

Qualifications

Education / Experience

College Degree (preferred, but not required) or minimum 3 years successful general management experience growing sales.

Computer savvy and strong knowledge of Microsoft Office applications; able to quickly learn and develop proficiency with third-party and custom applications.

People Management Skills

Exceptional phone skills.

Professional, friendly and confident personality with strong interpersonal communications skills.

Ability to give directions in assisting employees in a non-threatening and non-confrontational manner.

Ability to provide training and/or technical guidance to less experienced employees.

Maintain strong relationships with vendors so they will be responsive.

Proven track record as a team member and effective communicator including listening to team suggestions for process improvements and promoting honesty in all communications.

Customer Service Skills

Driven to provide the highest levels of customer service and satisfaction and expects the same from others.

Answer customer phone calls before the third ring and return customer voicemails within 15 minutes!

Professional appearance and exceptional communications skills.

Possess a high degree of personal initiative, action-oriented, and results-oriented.

Respond in a timely manner to customers who give 5-Star Reviews, listen to any customer complaints and try to resolve to their satisfaction.

Know when to not overpromise and to provide realistic estimates and timeframes.

Technical / Problem-Solving Skills

Accustomed to working in fast-moving environments requiring timely attention to details as well as unpredictable and changing conditions.

Strong organizational, communications, and time management skills to ensure scheduled deadlines are met.

Drive store sales growth and be rewarded with generous bonus opportunities.

Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists.

Attention to detail but has high level view of business.