Sr. Service Manager

Job Location: Upper Marlboro, MD

Position Overview

Provides quality and timely service to the customer through the recruitment, training and supervision of lawn six to twelve specialists and trainees. Provides effective coaching and development of field staff so that they may create positive customer experiences and retain and exceed customer expectations.

Responsibilities

• Evaluates quality of service provided to customers and develops procedures to minimize customer complaints.

Ensures diplomacy concerning customer service-related concerns.

• Coaches and develops lawn specialists and trainees. Works with other managers to identify ways to reduce

customer cancellations.

• Recruits, interviews and selects personnel needed to efficiently staff the service function. Evaluates

performance, makes salary recommendations and administers disciplinary actions consistent with company

policy.

• Plans and conducts new hire and on-going training for service personnel in customer service skills, technical

skills, safety policies and procedures.

• Supervises 6-12 associates to ensure service (production and sales) goals are met. Maintains positive morale

among personnel and actively promotes teamwork.

• Examines associate work for accuracy, neatness and conformance to best practices as well as company policies

and procedures.

• Determines work procedures issuing oral and written instructions. Expedites workflow by coordinating the

sharing of information between customer and field technician. Prepares work schedules and assigns and

monitors duties to service personnel for efficiency.

• Prepares composite reports from individual reports of subordinates. Conducts daily and weekly management

meetings.

• Ensures that a safe workplace is provided for all associates by ongoing training and adherence to company

policies.

• Maintains Department of Transportation Pre/Post Trip Inspection and Drive Qualification files. Ensures current

licensing is maintained by all associates as required by company policy/state and/or federal law.

Competencies

• ServiceMaster Objectives

• Customer Orientation/Positive Impact

• Results Orientations/Sense of Urgency

• Change Mastery

• Relationship Building/Sensitivity

• Talent Development

• Problem Solving and Decision Making

• Organizing and Planning

Education and Experience Requirements

• Two year college degree in a business-related discipline and four (4) or more years of related

experience in lawn/horticulture/agronomy/ lawn care services; or equivalent combination of education

and experience required. Bachelor's degree (BS/BA) from four-year college or university preferred.

• Three or more years of sales experience preferred.

• Previous management experience with staff of six or more.

• Certificates, licenses and registrations as required by federal and state law.

Knowledge, Skills, and Abilities

• Practical knowledge of service industry and experience in developing and executing sales plans

• Excellent verbal and written communication skills

• Ability to communicate effectively at all levels of leadership and with front line

• Excellent time management skills

• Negotiation skills

• Strong computer literacy.

• Strong interpersonal skills

• Ability to meet new people and interact in unfamiliar situations

• Excellent leadership skills in team building, selecting talent, training, mentoring and developing a sales

team, executing goals

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.

An Equal Opportunity/ Affirmative Action Employer – AA/EOE/M/F/D/V
442683

Job ID: 82415-49118