Assistant Branch Manager

Responsibilities

• Be an Ambassador of Invisible Fence® Brand.
• Primary role is to assist in management functions and scheduled for up to 20-80% out in the field running a schedule when needed.
• Coach/train/manage employees to promote our standards of operations and philosophies.
• Communicate with Operations Manager or Area Manager to validate that field operation employees always provide effective and efficient service to our customers.
• Report to Operations Manager or Area Manager on staff’s progress and opportunities.
• Complete necessary documentation and reports thoroughly, timely, and accurately.
• Assist Operations Manager and Manager of Local Outreach & Market Engagement with local marketing events.
• Document all coaching via written/email after verbal communication effectively.
• Review trainee’s documentation for thoroughness, timeliness, and accuracy.
• Perform a variety of administrative duties.
• Help team to consistently deliver top notch customer service which reflect positive customer engagement for high NPS scores.
• Lead by example and communicate clearly and effectively to your team.
• Assist with hiring and training of new staff members in the field.
• Evaluate staff performance alongside the Operations Manager or Area Manager.
• Assure work meets Invisible Fence® Brand standards.
• Promote/direct/perform continued education and training of staff.
• Perform employee reviews and assist with corrective action as needed.
• Other duties as assigned.

Vehicle and Machine/Tool Maintenance

• Maintain and service own car according to Vehicle Agreement.
• Oversight and general management of fleet.
• Assure proper stocking and inventory for field operation vehicles, counters, and warehouses.
• Manage tool and equipment inventories and evaluate equipment for replacement.
• Hold employees accountable to handling tools/machines properly and with care.

Inventory Control

• Maintain stocking and inventory for vehicle and warehouse.
• Conduct and/or direct quarterly (at minimum) inventory and performing vehicle scans.
• Make corrections / adjustments to serialized stock after inventory scans to ensure numbers stay correct.
• Keep inventory secure from theft.
• Ensure all serial numbers are assigned as needed.

Technician Duties (when needed)

• Install Invisible Fence® Brand Pet Containment Systems as needed.
• Setup, operate, and maintain installation equipment.
• Service all models of Invisible Fence® Brand Pet Containment Systems.
• Train pets following Invisible Fence® Brand protocol.
• Train customers on program to continue pet training.
• Full Understanding of Training Equipment
• Program Computer Collar™.
• Establish and maintain correct fit of computer collar™.
• Use of CF3000/CF4000 Programmer.
• Deliver superb Customer Service
• Help design and confirm layout with customer.
• Returns calls to the office regarding customer concerns as soon as you get the message.
• Collect customer referrals and endorsement letters from customers.
• Consistently deliver friendly, professional service.
• Greet all pets and customers.
• Communicate with customer the goals of each training session.
• Consistently deliver friendly, positive, and professional service.
• Returns calls to office regarding customer expeditiously.
• Collect customer referrals and endorsements from customers; refer to Marketing Dept when applicable.
• Make future appointments and answer inquiries.
• Complete necessary documentation with customer at each appointment (homework).
• Sent assigned follow up emails/texts to customers after training appointments.

Qualifications

• Strong Leadership Skills,
• Strong Customer Service Skills,
• Machine Maintenance,
• Able to work in a fast-paced environment and adapt to change.
• Proficient in Microsoft Office programs,
• Skilled on cell phone & laptop.
• Associate degree or higher is preferred.
• 3 - 5 Years of Management Experience in an outdoor retail environment or a leadership role with IFB.

Accountabilities

• Customer satisfaction,
• Techician and trainer performance,
• Hitting goals and staying in budgets,
• Attendance

Relationships

• Reports to Operations Manager or Area Manager,
• Partner with Field Services team,
• Management of technicians and trainers,
• Partnership with Sales team