Branch Manager

Job Location: Santa Rosa, CA

An Equal Opportunity/ Affirmative Action Employer – AA/EOE/M/F/D/V

At Merry Maids®, our team members do so much more than clean clients’ homes. They build trust and confidence with our clients. If you’re passionate about going above and beyond, seeking challenging work and meeting interesting people, there’s an opportunity for you at one of the world’s leading service organizations.

Merry Maids was founded in 1979 in Omaha, Neb. Now headquartered in Memphis, Tenn., Merry Maids is the largest home cleaning network in the world. We currently have more than 600 independently operated franchises and company-owned locations throughout the United States and Canada providing cleaning services to more than 300,000 homes each month.

Though we are large and nationwide, our highly trained professionals are committed to providing the highest quality service to each and every customer we do business with. We are also a member of the ServiceMaster Family of Brands® that includes: American Home Shield, AmeriSpec, Furniture Medic, ServiceMaster Clean, Terminix, and TruGreen.

Each of these companies is a leader in its respective industry. Together, they comprise ServiceMaster, the nation’s largest and most comprehensive service organization.

At Merry Maids, we maintain a working culture that fosters the highest standards of integrity, respect and professionalism. We seek people with strong character and provide them with a unique combination of independence and support, encouragement and opportunities for ongoing development and growth.

Branch Manager - Position Overview

Responsible for overall management of assigned branch operation including the selection, training and hiring of employees, maintenance of budget, sales, marketing, customer relations, service delivery, and accounts receivable functions.

Responsibilities

• Responsible for financial growth of operations

• Responsible for control of all budget line items and investigating all avenues to exceed and improve division’s bottom line

• Monitor and control all accounts receivable

• Evaluate performance, make salary recommendations, and administer disciplinary actions consistent with company policy

• Implement recommended sales/marketing strategies

• Conduct sales presentations to potential customers

• Maintain positive employee relations

• Maintain all customer and employee files

• Develop plans for the efficient use of materials, equipment and employees

• Maintain a clean and fresh office appearance

• Stock and maintain all necessary equipment, products and supplies

• Ensure recruiting, interviewing and staffing of personnel are conducted to efficiently staff the service, sales and administrative functions of the branch location

• Provide on-the-job training to all new employees and maintain an ongoing program to develop and promote employees

• Conduct regular staff meetings

• Responsible for maintaining an injury-free work environment

Customer Service and Retention Responsibilities:

• Use NPS (customer loyalty score) to drive customer service and retention efforts

• Achieve branch NPS and retention targets

• Post NPS scores and customer comments in branch

• Incorporate NPS training and updates in meetings

• Analyze customer complaints to root cause service issues

• Create and execute root cause action plans to correct service issues

• Use NPS and retention results to reward and/or counsel subordinates

• Evaluate quality of service provided to customers and develop procedures to minimize customer complaints and increase customer retention

• Maintain positive customer relations

Competencies

• Action Oriented

• Motivating Others

• Customer Focused

• Decision Making

• Developing Others

• Building Customer Loyalty

• Sales

• Business Acumen

Education and Experience Requirements

• College degree preferred. High school diploma or GED required

• Prior operational/management experience required

Knowledge, Skills, and Abilities

LANGUAGE SKILLS:

• Ability to read and comprehend a variety of informational documentation, directions, instructions, methods and procedures and correspondence

• Requires the ability to write reports and communicate effectively using telephonic, written and electronic means

• Requires the ability to effectively and respectfully present information in one-on-one and small group situations to customers, employees and other branch managers

• Ability to read, write and speak fluently in English

• Ability to speak Spanish preferred

COMPUTER SKILLS:

• Basic computer skills including Word and Excel required

MATHEMATICAL SKILLS:

• Requires the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages

• Must be able to read and interpret financial data

REASONING ABILITY:

• Requires the ability to solve practical problems and deal with a variety of variables in situations where limited standardization exists

• Must be able to understand business/financial data and develop innovative solutions

MANUAL DEXTERITY:

• Must have average levels of eye/hand/foot coordination

• Must be able to use computer

• Requires the ability to use a variety of office machines and equipment

OTHER SKILLS AND ABILITIES:

• Ability to travel required (some overnight travel, mandatory training sessions and regional/cluster meetings)

• Ability to travel by air

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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Job ID: 101735&companyGeographyId=61383