Retail Associate, Service Manager, Retail Assistant Branch Manager

Arvidson Pools & Spas   Crystal Lake, IL   Full-time     Sales
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Posted on July 25, 2020

Arvidson Pools & Spas has the following openings: 

  • Retail Associate - Crystal Lake, Weekday help needed
  • Service Manager - Crystal Lake
  • Retail Assistant Branch Manager - Palatine

 

 

For more information & to apply - please visit

https://www.arvidsons.com/about-us/careers/

 

 

 

 

RETAIL ASSOCIATE – Weekday Help Needed

Arvidson Pools & Spas is a locally owned, family run business and has been part of the community for three generations. The company was founded in 1958 as a construction company in McHenry, Illinois by Bengt Arvidson who immigrated from Gammelstad, Sweden. In the 1980’s, the company began its expansion and is currently a three-store enterprise with locations in Crystal Lake, Palatine, and St. Charles.

Our retail stores offer the following products and services:

  • Caldera Spas Hot Tubs
  • Hydropool Swim Spas
  • Doughboy & Radiant Above Ground Pools
  • Finnleo Saunas
  • BioGuard Pool and Spa Chemicals
  • Pool & hot tub accessories, filters, and parts
  • Outdoor living products including patio furniture, yard decor, candles, and locally sourced products.

 

Our company is guided by these four Customer Service principles:

  • Keep it Simple.
  • Do it Fast.
  • Get it Right.
  • Be Kind.

 

We expect our customers to leave our stores feeling happy.  This means that we answered their questions, met (or exceeded) their needs, served them in an efficient, timely and friendly way, and made them feel like they were important, and we were appreciative of their business.

General Description

Retail associates are responsible for engaging the customer, determining their needs and projecting requirements.

Essential Duties and Responsibilities

  • Greet customers as they enter the store and assist them with their specific needs. Provide solutions to customer water care needs through analysis of the water testing results. This may include seeking advice from other employees or managers.
  • Gently guide each customer throughout the decision making process involved with the sale of store merchandise. This may include providing information, describing features, benefits and advantages, exploring objections, and reinforcing the customer’s decision to purchase.
  • Answer calls to the retail store and direct the caller to the proper person when unable to properly respond to their needs/questions.
  • Assist Customers with simple complaints/concerns; get a manager involved with problems as needed. Always strive to resolve these matters with care and kindness.
  • Provide assistance in getting purchases that are large and bulky to customer’s cars. This may include assisting customers with heavy warehouse items.
  • Be conscientious about company policies, activities, and procedures to provide a consistent and satisfying experience to every customer. Move with a sense of urgency while paying attention to the details. It always takes two associates to say “No.” Never tell a customer no without checking with a floor manager, assistant manager or store manager.
  • Cooperate with others and work well as part of a retail team, for example actively participate in retail meetings, share ideas for improvement with management.
  • Use the Five Foot Rule – greet and/or acknowledge all customers within five feet of you all the time.
  • Always be polite and attentive to customers. Make eye contact and smile.  Do not avoid customers. Avoid personal conversations with co-workers on the floor.
  • Become knowledgeable about water testing through assigned training modules and practice to recommend needed products/solutions or other appropriate actions.
  • Receive pool and spa water samples from customers. Perform all required testing, inquiring as to the nature of any water problems they may be having, and providing the results of these tests to the customer.
  • Keep the store clean, neat, and safe. Keep floors clean and clutter-free. Ensure passageways and doorways are not blocked and have no hazardous situations such as wet floors, etc. Daily cleaning of all retail spaces and bathrooms.
  • Restock shelves with product, work with other employees to maintain a fresh and pleasing appearance to the store. Maintain and update spaces as assigned to provide a pleasing retail atmosphere.
  • Conduct all transactions at the POS registers and successfully handles sales, returns, and exchanges.
  • Promote the Arvidson Rewards program to all customers, offer to enroll customers, enter their email into the Evosus system before you ring up their purchases, advise them of their current points balance and when they are eligible to earn a reward.
  • Maintain awareness of all promotions and advertisements so you can tell customers about special sales.
  • Assist customers with sales orders, deposits, and other computerized transactions.
  • Watch for shoplifters and take action, in line with company policy, that will discourage shoplifting. Excellent customer service and interaction prevents shoplifting.
  • Perform opening and/or closing procedures of the store (final inspection, lights out, doors closed and locked, register balanced, alarm activated) as assigned.
  • Attend conventions, seminars, and other educational or industry-related events as requested.

 

Requirements

  • Able to communicate professionally with customers and team members
  • Skilled at providing prompt, friendly and attentive customer service
  • Strong organizational skills with a passion for details
  • Willing to learn all areas of the store and help train others
  • Proven track record of being a team player
  • Knowledge and experience of various departments is strongly desired.
  • A continuous pattern of regular and prompt attendance is required.
  • Availability must be flexible including evenings, weekends and holidays.

 

Physical Requirements

The minimum physical requirements for this position include:

  • Ability to stand for an extended period of time, walk, reach, and bend to perform job duties
  • Move and handle merchandise up to 50 pounds, and fixtures throughout the store, which entails lifting and perform all functions as set forth.

Job responsibilities may change based on the news of the business.

 

 

SERVICE MANAGER Position

PURPOSE:

The purpose of this position is to perform administrative tasks, managerial and customer relations functions, and technical duties of the Service Department at the Crystal Lake Branch (headquarters). Administrative tasks include scheduling, job progress, inventory control, receiving paperwork and billings. Managerial functions include training and development of department personnel, coaching, and discipline. Customer relations functions include receiving phone calls, solving callers’ problems, providing information, meeting with customers, and resolving billing discrepancies. Performance of technical duties concerning routine and non-routine repairs and installations of all types of equipment or products which the service department is required to support.

RESPONSIBILITIES & ACTIVITIES

  1. Performs administrative tasks.
  2. Receives requests for service work of all types and schedules work according to policy or based on own judgement as necessary.
  3. Arranges work assignments based on qualifications of available personnel and consideration of geographic service zones, efficiency, and customer needs.
  4. Reviews all time sheets, daily job reports, and invoices to ensure accurate record of time, materials, and other costs on paperwork of the department.
  5. Prepares Service Bids and Contracts for presentation to customers including vinyl liner replacements and repairs, repaints, skimmer and underground line repairs, heater replacements, etc.
  6. Receives all Service Contracts prepared by others and reviews them for accuracy and completeness before delivery to customers.
  7. Reviews all out-going correspondence of the department and checks for accuracy.
  8. Receives from Service Technicians and processes through to Main Office (Crystal Lake) all payments collected from the field earlier that day.
  9. Ensures that proper maintenance procedures for all department vehicles are followed and that trucks are kept in proper working order at all times, including monthly mileage charts.
  10. Makes sure that employees of the service department follow company procedures concerning the cleaning of all trucks and the removal and proper disposal of all garbage from vehicles.
  11. Ensures proper inventory control by enforcing transfer, billing, purchasing, and all other inventory-related transactions within the department on a daily basis.

 

Performs Managerial Functions of the Department.

  1. Maintains regular morning office hours to clarify and/or resolve and questions of the Service Technicians as they arrive to begin their day.
  2. Conducts regularly scheduled Service Dept. meetings. Prepares Agenda for these meetings in advance for information of supervisors. Also uses other appropriate methods to maintain open communications between self and other employees of the department.
  3. Coordinates work assignments with Service Department Manager at Palatine Branch, Project Managers and/or Swimming Pool Construction Production Manager so that all of the departments’ labor force is efficiently and effectively utilized.
  4. Oversees proper training and development of departmental employees. Ensures that work assignments are varied, and provide adequate opportunities for all employees to benefit from exposure to many aspects of the work of the department.
  5. Assigns Trainees to Service Technicians for “on-the-job” training or assistance as needed.
  6. Makes suggestions to Supervisors concerning seminars and workshops which may be useful for the development of personnel expertise.
  7. Handles disciplinary situations according to company policy and own discretion as appropriate.
  8. Recommends individuals for hiring, promotion, or discharge as appropriate.
  9. Supervises the work (on occasional basis) of part-time Service Office Assistant and coordinates this supervision with Operations Manager.
  10. Participates in the Annual Strategic Planning Process as requested.
  11. Responsible for implementation of the Department’s Annual Strategic Business Plan.

 

Handles customer relations of the department.

  1. Handles telephone calls from customers on a continuous, daily basis. Answers their questions, provides information, and otherwise attempts to help customers as needed.
  2. Returns customer phone calls in a timely manner (same day). Records results of phone calls (marks record as appropriate – No Answer; Left Message; etc.).
  3. Conducts all activities of the division in a manner which promotes a positive image of the company to employees as well as customers.
  4. Responds in a timely manner to customer requests for bids on various types of service contract work. Discusses situations with customers in person or by telephone. Visits the job site when necessary. Prepares bid proposals according to company procedures and submits to Supervisor (as requested) for approval. Submits a proposal to the customer for acceptance. Answers customer questions or provides additional information or follow-up as needed.
  5. Utilizes a combination of own judgement and company policies and procedures in resolving jobsite problems and/or misunderstandings.
  6. Accesses the computer message system daily to receive and respond to all messages.
  7. Enforces collection of outstanding account balances of the department.

 

Performs Technical Functions.

  1. Maintains working knowledge of the work of the division by scheduling service work for self as well as subordinates.
  2. Serves as a technical reference point (sounding board) for department personnel. Provides answers to questions or solutions to problems based on own knowledge and experience or through other contracts or references.
  3. Remains abreast of changing technologies and/or methods and utilizes these, when appropriate, in the work of the division.
  4. Familiarizes self and others with new products as appropriate.

 

Performs miscellaneous functions of the division.

  1. Attends in-house meetings as directed or requested.
  2. Call non-regular department meetings to discuss various issues or attain urgent information as needed.
  3. Completes all paperwork in a timely (daily), efficient, and thorough manner.
  4. Maintains neatness within the office, parts room, and service areas in the building.
  5. Attends outside meetings, seminars, conventions, etc., as necessary, or as requested by the President.
  6. Suggests, designs, develops, and if approved, implements new systems, processes, methods, or lines of business.
  7. Undertakes various projects and/or work assignments as requested or assigned by the President.

 

SCOPE & NATURE

  1. This position is one of seven reporting directly to the President. It has contact with customers of the department, Division Managers, all employees of the department, office staff, retail staff, sub-contractors, and some vendors.
  2. The person in this position impacts on the image and professionalism of the corporation to all customers and the local market in general. This person represents the corporation as part of the on-going contact between customers and the company. The position has a major impact on the customers’ ultimate satisfaction with the company and their willingness to recommend all divisions of the company to others. The position also impacts on the efficiency and morale of the employees of the department.
  3. This position is a middle management position, requiring minimum supervision concerning the normal and routine activities of the department. The position is guided in the work by thorough technical knowledge as well as the objectives, policies, procedures, and precedents of the department. The incumbent in the position is expected to demonstrate sound judgment and honesty in decision-making as well as advanced problem-solving skills. Although Company Officers are readily available to assist in decision making, the incumbent is encouraged to think through decisions to be made and have some plan of action in thought before approaching them for assistance and is responsible for fulfilling the responsibilities of the position on own initiative and for setting own priorities within broad guidelines established by management.
  4. The work of this position requires broad technical knowledge and some work experience in swimming pool maintenance and repair. Knowledge of plumbing, electrical, and water chemistry are all required. Strong interpersonal and communications skills are essential, as well as thoroughness, attention-to-detail, time management, honesty, integrity and poise. Common sense, well-organized, and ability to work under pressure are all required.

 

 

RETAIL ASSISTANT BRANCH MANAGER Position

Arvidson Pools & Spas is a locally owned, family run business and has been part of the community for three generations. The company was founded in 1958 as a construction company in McHenry, Illinois by Bengt Arvidson who immigrated from Gammelstad, Sweden. In the 1980’s, the company began its expansion and is currently a three-store enterprise with locations in Crystal Lake, Palatine, and St. Charles.

Our retail stores offer the following products and services:

  • Caldera Spas Hot Tubs
  • Hydropool Swim Spas
  • Doughboy & Radiant Above Ground Pools
  • Finnleo Saunas
  • BioGuard Pool and Spa Chemicals
  • Pool & hot tub accessories, filters, and parts
  • Outdoor living products including patio furniture, yard decor, candles, and locally sourced products.

 

Our company is guided by these four Customer Service principles: Keep it Simple. Do it Fast. Get it Right. Be kind.  We expect our customers to leave our stores feeling happy.  This means that we answered their questions, met (or exceeded) their needs, served them in an efficient, timely and friendly way, and made them feel like they were important, and we were appreciative of their business.

General Description

Retail Assistant Branch Managers are responsible for overseeing the needs of the Retail Branch Store.  They are responsible for conducting sales presentations (primarily for hot tubs, above ground pools, swim spas, and saunas), managing customer relations, water care oversight, keeping the store clean and inviting, and maintaining inventory and availability of products on the shelves.

Essential Duties and Responsibilities

  • Greet customers as they enter the store and assist them with their specific needs. Provide solutions to customer water care needs through analysis of the water testing results. Provide guidance as needed to retail associates.
  • Gently guide each customer throughout the decision making process involved with the sale of store merchandise. This may include providing information, describing features, benefits, and advantages, exploring objections, and reinforcing the customer’s decision to purchase.
  • Respond to calls as needed when the retail associate is unable to properly answer their needs/questions.
  • Assist customers with complaints/concerns. Always strive to resolve these matters with care and kindness.
  • May be needed to occasionally provide assistance to retail associates in getting purchases that are large and bulky to customer’s cars during busy times. This may include assisting customers with heavy warehouse items.
  • Be conscientious about company policies, activities, and procedures to provide a consistent and satisfying experience to every customer. Move with a sense of urgency while paying attention to the details. It always takes two associates to say “No.” Assist Retail Associates in resolving issues and seek guidance from the Retail Division Manager when needed.
  • Cooperate with others and work well as part of a retail team, for example actively participate in retail meetings, share ideas for improvement with management.
  • Use the Five Foot Rule – greet and/or acknowledge all customers within five feet of you all the time.
  • Always be polite and attentive to customers. Make eye contact and smile.  Do not avoid customers. Avoid personal conversations with co-workers on the floor.
  • Become knowledgeable about water testing through assigned training modules and practice to recommend needed products/solutions or other appropriate actions.
  • Receive pool and spa water samples from customers. Perform all required testing, inquiring as to the nature of any water problems they may be having, and providing the results of these tests to the customer.
  • Keep the store clean, neat, and safe. Keep floors clean and clutter-free. Ensure passageways and doorways are not blocked and have no hazardous situations such as wet floors, etc. Daily cleaning of all retail spaces and bathrooms.
  • Restock shelves with product, work with other employees to maintain a fresh and pleasing appearance to the store. Maintain and update spaces as assigned to provide a pleasing retail atmosphere.
  • Conduct all transactions at the POS registers and successfully handle sales, returns, and exchanges.
  • Promote the Arvidson Rewards program to all customers, offer to enroll customers, enter their email into the Evosus system before you ring up their purchases, advise them of their current points balance and when they are eligible to earn a reward.
  • Maintain awareness of all promotions and advertisements so you can tell customers about special sales.
  • Assist customers with sales orders, deposits, and other computerized transactions.
  • Watch for shoplifters and take action, in line with company policy, that will discourage shoplifting. Excellent customer service and interaction prevents shoplifting.
  • Perform opening and/or closing procedures of the store (final inspection, lights out, doors closed and locked, register balanced, alarm activated) as assigned.
  • Attend conventions, seminars, and other educational or industry-related events as requested.

 

Requirements

  • Able to communicate professionally with customers and team members
  • Proficiency in Windows Based Programs, G-Suite, and SharpSpring CRM desired, but not required.
  • Skilled at providing prompt, friendly and attentive customer service
  • Strong organizational skills with a passion for details
  • Willing to learn all areas of the store and help train others
  • Proven track record of being a team player
  • Knowledge and experience of various departments is strongly desired.
  • A continuous pattern of regular and prompt attendance is required.
  • Availability must be flexible including evenings, weekends, and holidays.
  • Proficiency in Windows Based Programs, G-Suite, and SharpSpring CRM desired, but not required.

 

Physical Requirements

The minimum physical requirements for this position include:

  • Ability to stand for an extended period of time, walk, reach, and bend to perform job duties
  • Move and handle merchandise up to 50 pounds, and fixtures throughout the store, which entails lifting and perform all functions as set forth.

 

Job responsibilities may change based on the news of the business.

Additional Info

Work Environment

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate occasionally works near moving mechanical parts. The associate may work near outside weather conditions. The noise level in the work environment is usually moderate.

I acknowledge that I have reviewed the job description outlined above and agree that it identifies the responsibilities that I have agreed to perform. I also understand that additional duties may be assigned by my manager or supervisor.