Service Manager

Posted By: Emilie Williamson GFAA Job Bank ,

Job details

Pay

From $30,000.00 per year

Job type

Full-time

Number of openings for this position

1

Schedule

Monday-Friday, 8:00 AM - 6:00 PM

Benefits

Paid time off Paid Holidays

Job description

Who is the Savvy Cleaning Company?

Established in 2013, Savvy Cleaning Company is a premier move out cleaning service. We specialize in move out cleaning for homes, townhouses, condos, apartments, etc. We not only offer solutions for individuals, but also for apartment complexes or larger communities.

Savvy Cleaning Company was voted Up and Coming Weekly's Best for House Cleaning Services in 2019! We specialize in "Move Out" cleaning. We are looking for a candidate that is dedicated, hard-working, and growth-minded. The ideal candidate also has a passion for coaching and helping their co-workers advance.

Overview

Provide quality and timely service to the customer through the recruitment, training, and supervision of a team of cleaning technicians. Provide effective coaching and development of field staff so that they may positively impact customer retention by exceeding customer expectations.

Job Summary

The Service Manager is responsible for improving the productivity of the organization's employees. This position assesses company-wide developmental needs to drive training initiatives and identifies and arranges suitable training solutions for employees. This position actively searches, creatively designs, and implements effective methods to educate, enhance performance and recognize performance.

The Service Manager’s role at Savvy Cleaning Company is to ensure customer satisfaction. The Service Manager will achieve success by understanding all company policies, cleaning techniques, and how to provide first-class customer service. After the Service Manager has gained this knowledge, they must be able to pass their knowledge to their co-workers. The Service Manager’s success will be measured by the performance of their team and the company's profitability.

Duties/Responsibilities
  • Evaluates the quality of service provided to customers and develop procedures to minimize customer complaints. Ensures diplomacy concerning customer service-related concerns.
  • Coaches and develops technicians and trainees.
  • Recruits, interviews and selects personnel needed to efficiently staff the service function. Evaluates performance, make salary recommendations, and administer disciplinary actions consistent with company policy.
  • Plans and conducts new hire and ongoing training for service personnel in customer service skills, technical skills, safety policies, and procedures.
  • Supervises a team of technicians to ensure service (production and sales) goals are met. Maintains
  • Examines associate work for accuracy, neatness, and conformance to best practices as well as company policies and procedures.
  • Determines work procedures by 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 through ongoing training and adherence to company policies.
  • Assists in the development of training and development programs and objectives.
  • Develops and maintains organizational communications such as intranet bulletin boards and newsletters to ensure employees have knowledge of training and development events and resources.
  • Conducts follow-up research of all completed training to evaluate and measure results.
  • Recommends program modifications as needed.
  • Exemplifies the desired culture and philosophies of the organization.
  • Works effectively as a team member with other members of management and the HR staff.
Knowledge, Skills, and Abilities
  • Excellent verbal and written communication skills

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

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

  • Excellent time management skills

  • Practical knowledge of the cleaning industry and experience in developing and executing training programs

  • Business process analysis skills

  • Computer skills with G Suite applications (Sheets, Doc, Gmail, Classroom)

  • Organization skills

  • Decision-making skills

  • Self-motivation

  • Customer service

  • Ability to focus

  • Attention to detail

  • Self-disciplined

  • Strong presentation skills

Where will the Service Manager fulfill their duties?

Service Managers will oversee cleaning services and cleaning technicians within our service area (Cumberland County).

How is Service Manager’s success measured?

Training and Development: This is the heart of the position. The Service Manager will oversee team members’ performances, create performance reports, meet with team members on a regular basis. They will reach out to team members who are struggling to provide feedback and those doing well to provide encouragement. They will encourage their team members to seek advancement in the company. They will recognize their team’s potential and strengths. They will answer team members’ concerns, correct inappropriate behaviors, and hold them accountable for their work. They will make recommendations regarding employees to upper management.

Quality Control: Ensure that a first-class cleaning service is delivered to all clients. The Service Manager will review inspections of all cleanings (clubhouse, residential, apartments). They will schedule random inspections on inspectors and quality control specialists. They will open communication with clients to ensure all concerns are addressed immediately. They will communicate issues and concerns with the office staff. Based on the inspection results, they will provide the appropriate training to their team.

Customer Service: Ensure that first-class customer service is provided to all clients. The Service Manager will make sure to clearly explain to the clients, property managers, and maintenance supervisors that they can be counted on to address any concerns. They will make wellness visits to locations that have not been contacted recently, have had recent concerns, or have stopped scheduling units altogether. They will make routine visits to all locations and discuss concerns and quality with the property manager/maintenance supervisor. They will use the results of their customer service check-ins to determine what training adjustments need to be made.

Goals of the Service Manager: Ensure that every Savvy employee has a goal that they are aware of and working towards at all times. Once the Service Manager has established the employee’s goal, they will oversee the goal’s progress and provide appropriate training. The ultimate goal is for every employee to advance in job title, responsibilities, and pay.

Schedule of the Service Manager

The typical hours will be between 8:00 AM to 6:00 PM. However, we do require the Service Manager to be available outside of those hours when necessary. This helps account for any unusual circumstances that might cause work to run late. The Service Manager will need to make all reasonable accommodations to avoid calling out and will need to delegate accordingly when they are absent.

Why should you want to work at Savvy Cleaning Company?
Savvy benefits include:
  • Weekends off
  • Holidays off
  • Locally owned
  • Growth opportunities
  • and more!
Supplemental pay
  • Commission pay
  • Bonus pay
To Apply

Email your resume and cover letter to Emilie Williamson at manager@gosavvyclean.com