Purpose:

Under the direction of the Assistant Store Manager or Store Manager on duty, the Customer Service Representative is responsible for the daily duties in maintaining high levels of customer service through offering a clean, safe, and friendly store.  

Position Responsibilities:

Primary:

• Customer Service and Satisfaction: Assists customers with the use of payment systems, machine selection and operation, retail purchases, and wash/dry/fold orders; handles customer questions/concerns and informs Assistant Store Manager or Store Manager, as needed. Reports to work in a neat and clean manner and wears appropriate uniform.

• Store Safety and Security: Maintains a safe environment inside and outside of the store by following proper security procedures and prioritizing employee and customer safety.

• Store Cleanliness and Upkeep: Ensures that the highest level of cleanliness is maintained inside and outside of the store at all times; follows proper cleaning routines and documents completion.

• Building and Equipment Maintenance: Documents equipment and building maintenance issues appropriately, escalating unsafe situations to the Assistant Store Manager or Store Manager on duty. 

• Retail: Maintains a good visual presentation of retail products at all times; maintain a thorough understanding of retail products and educate the customer; accurately process sales and encourage customers to purchase additional items.

• Wash/Dry/Fold: Provides a consistent quality product to the customer by choosing the appropriate equipment for clothing and completing the order with care; completes logs accurately. Addresses customer concerns and issues in a timely and satisfactory manner; immediately informs Assistant Store Manager or Store Manager on duty of any claims.

• Policies and Procedures: Ensure that all company policies and procedures are followed at all times.

• All other duties, as assigned.

Position Qualifications:

Knowledge/Experience:

• Knowledge of commercial laundry products and payment systems is a plus, but is not required.

Skills and Abilities: 

• ***Bilingual in Spanish highly preferred, but not required.***
• Communicate effectively and be able to work with individuals from diverse backgrounds.
• Ability to manage multiple tasks at one time. 
• Build strong customer relationships quickly.
• Basic computer skills.
• Ability to help customers download APPs to their phone.
• Able to work a flexible work schedule, including nights and weekends.

Education: 

• High School Diploma/GED.

Physical Requirements:

• Position involves standing for long periods of time, manual dexterity, stooping, bending, and lifting.

Additional Information:

• Position Title: Customer Service Representative
• Department: Laundry Stores
• Reports To (Title): Store Manager
• Review Date: July 2018
• FLSA Status: Non-Exempt
• Location: Varies

Purpose:

Under the direction of the Assistant Store Manager or Store Manager on duty, the Customer Service Representative/Laundry Attendant is responsible for performing daily duties to maintain high levels of customer service by offering a clean, safe, and friendly store environment.  

Position Responsibilities:

Primary:

• Customer Service and Satisfaction: Assists customers with the use of payment systems, machine selection and operation, retail purchases, and wash/dry/fold orders; handles customer questions/concerns and informs Assistant Store Manager or Store Manager, as needed. Reports to work in a neat and clean manner and wears the appropriate uniform.  This is an APP location, and employees must be comfortable navigating APPs on cell phones.

• Store Safety and Security: Maintains a safe environment inside and outside of the store by following proper security procedures and prioritizing employee and customer safety.

• Store Cleanliness and Upkeep: Ensures that the highest level of cleanliness is maintained inside and outside of the store at all times; follows proper cleaning routines and documents completion.

• Building and Equipment Maintenance: Documents equipment and building maintenance issues appropriately, escalating unsafe situations to the Assistant Store Manager or Store Manager on duty. 

• Retail: Maintains a good visual presentation of retail products at all times; maintain a thorough understanding of retail products and educate the customer; accurately process sales and encourage customers to purchase additional items.

• Wash/Dry/Fold: Provides a consistent quality product to the customer by choosing the appropriate equipment for clothing and completing the order with care; completes logs accurately. Addresses customer concerns and issues in a timely and satisfactory manner; immediately informs Assistant Store Manager or Store Manager on duty of any claims.

• Policies and Procedures: Ensure that all company policies and procedures are followed at all times.

• All other duties, as assigned.

Position Qualifications:

Knowledge/Experience:

• Knowledge of commercial laundry products and payment systems is a plus, but is not required.

Skills and Abilities: 

• ***Bilingual in Spanish highly preferred, but not required***
• Communicate effectively and be able to work with individuals from diverse backgrounds.
• Ability to manage multiple tasks at one time. 
• Build strong customer relationships quickly.
• Basic computer skills.
• Ability to help customers download APPs to their phone.
• Able to work a flexible work schedule, including nights and weekends.

Education: 

• High School Diploma/GED.

Physical Requirements:

• The position involves standing for long periods, requiring manual dexterity, as well as stooping, bending, and lifting.

Additional Information:

• Position Title: Customer Service Representative
• Department: Laundry Stores
• Reports To (Title): Store Manager of Speed Queen Laundry Franchisee, Well Wash USA, LLC
• Review Date: July 2018
• FLSA Status: Non-Exempt
• Location: Varies

Purpose:

Under the direction of the Executive Manager/Area Manager, the Store Manager is responsible for the day-to-day operations and financial performance of their assigned store through merchandise, inventory, expense control, human resources management, and managing operating costs. This position will have direct supervision over the Assistant Store Manager and the Customer Service Representative roles.

Position Responsibilities:

Primary: Oversees the full employee life cycle from recruitment to separation, including:

• Human Resources
  • Recruitment and selection.
  • Orientation and training.
  • Employee development.
  • Counseling and corrective action.
  • Hourly scheduling and payroll management.
  • Separation. 

• Customer Service and Satisfaction: Ensures that all policies, procedures and employee functions are consistently being followed, contributing to the highest level of customer satisfaction and growth of store. Responsible for ensuring the store remains staffed at all times. 

• Store Safety and Security: Maintains a safe environment inside and outside of the store by following proper security procedures and prioritizing employee and customer safety.

• Store Cleanliness and Upkeep: Ensures that the highest level of cleanliness is maintained inside and outside of the store at all times. 

• Building and Equipment Maintenance: Conduct frequent audits of preventive maintenance tasks and report equipment and building maintenance issues, escalating significant issues to Area/District/Regional Manager; troubleshoot equipment and perform minor repairs. 

• Retail: Maintains a good visual presentation of retail products at all times; keeps sufficient assortment and inventory levels. Train employees in processing sales and upselling to customers.

• Wash/Dry/Fold: Provides a consistent quality product to the customer while keeping associated costs low. Addresses customer concerns, issues and claims in a timely and satisfactory manner.

• Cash/Office Functions and Accountability: Accurately and honestly reports all monies and store information; immediately notifies and reports any discrepancies to Area/District/Regional Manager.

• Marketing and Promotions: Participation in and execution of promotional programs.

• Policies and Procedures: Ensure that all company policies and procedures are followed at all times.

• Financials: Submit accurate and timely sales and other information on a weekly basis; executes initiatives to improve the store financial performance; suggest ways to improve sales or reduce costs

• All other duties, as assigned.

Position Qualifications:

Knowledge/Experience:

• Minimum of two years either multi-unit or big box retail management experience is preferred.
• Knowledge of commercial laundry products and payment systems is a plus.

Skills and Abilities: 

• ***Must be bilingual in Spanish***
• Effective communication and interpersonal skills; able to work with individuals from diverse backgrounds.
• Strong organizational skills; able to manage multiple tasks at one time. 
• Ability to build good customer relationships quickly.
• Intermediate level of computer skills, including exposure to Microsoft Office products.
• Able to work a flexible work schedule, including nights and weekends. Able to answer calls off-shift to attend to store emergencies.
• Ability to assist customers with download our APP.

Education: 

• High School Diploma/GED.

Physical Requirements:

• Position involves standing for long periods of time, manual dexterity, stooping, bending, and lifting.

Additional Information:

• Position Title: Store Manager
• Department: Laundry Stores
• Reports To (Title): Executive or Area Manager, Wash Well USA, LLC
• Review Date: February 2019
• FLSA Status: Non-Exempt
• Location: Varies

Under the direction of the Area/Region Manager, the Store Manager is responsible for the day-to-day operations and financial performance of their assigned store through merchandise, inventory, expense control, human resources management, and managing operating costs. This position will have direct supervision over the Assistant Store Manager and the Customer Service Representative roles.

Position Responsibilities:

Primary: Oversees the full employee life cycle from recruitment to separation, including:

• Human Resources
  • Recruitment and selection.
  • Orientation and training.
  • Employee development.
  • Counseling and corrective action.
  • Hourly scheduling and payroll management.
  • Separation. 

• Customer Service and Satisfaction: Ensures that all policies, procedures and employee functions are consistently being followed, contributing to the highest level of customer satisfaction and growth of store. Responsible for ensuring the store remains staffed at all times. 

• Store Safety and Security: Maintains a safe environment inside and outside of the store by following proper security procedures and prioritizing employee and customer safety.

• Store Cleanliness and Upkeep: Ensures that the highest level of cleanliness is maintained inside and outside of the store at all times. 

• Building and Equipment Maintenance: Conduct frequent audits of preventive maintenance tasks and report equipment and building maintenance issues, escalating significant issues to Area/District/Regional Manager; troubleshoot equipment and perform minor repairs. 

• Retail: Maintains a good visual presentation of retail products at all times; keeps sufficient assortment and inventory levels. Train employees in processing sales and upselling to customers.

• Wash/Dry/Fold: Provides a consistent quality product to the customer while keeping associated costs low. Addresses customer concerns, issues and claims in a timely and satisfactory manner.

• Cash/Office Functions and Accountability: Accurately and honestly reports all monies and store information; immediately notifies and reports any discrepancies to Area/District/Regional Manager.

• Marketing and Promotions: Participation in and execution of promotional programs.

• Policies and Procedures: Ensure that all company policies and procedures are followed at all times.

• Financials: Submit accurate and timely sales and other information on a weekly basis; executes initiatives to improve the store financial performance; suggest ways to improve sales or reduce costs

• All other duties, as assigned.

Position Qualifications:

Knowledge/Experience:

• Minimum of two years either multi-unit or big box retail management experience is preferred.
• Knowledge of commercial laundry products and payment systems is a plus.

Skills and Abilities: 

• Effective communication and interpersonal skills; able to work with individuals from diverse backgrounds.
• Strong organizational skills; able to manage multiple tasks at one time. 
• Ability to build good customer relationships quickly.
• Intermediate level of computer skills, including exposure to Microsoft Office products.
• Able to work a flexible work schedule, including nights and weekends. Able to answer calls off-shift to attend to store emergencies.

Education: 

• High School Diploma/GED.

Physical Requirements:

• Position involves standing for long periods of time, manual dexterity, stooping, bending, and lifting.

Additional Information:

• Position Title: Store Manager
• Department: Laundry Stores
• Reports To (Title): Area/Region Manager
• Review Date: February 2019
• FLSA Status: Non-Exempt
• Location: Varies