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Service Line Operations Manager

Company: Best Home Services
Location: Orlando
Posted on: June 26, 2019

Job Description:

Salary Range Salary: $60KBonses: $75K - $125,000 in Potential Bonuses and CommissionReports toGeneral ManagerJOB DESCRIPTIONSummaryThe Service Line Operations Manager is primarily responsible for overseeing and managing field operations departments to increase business growth and improve service excellence.-- The essential purpose of this position is Field Service Operations Management and Strategy, Performance Management and Analysis, Customer Service, and Problem Resolution.--Essential FunctionsStrategically oversee Operations Departments' performance to coach and support Managers and all reporting members for improvementLead and develop the supervisory team on how to address member needs as well and provide industry leading customer service to our customersWork closely with technicians, installation department, sales, dispatch, warehouse, and any other department necessary to ensure timely and accurate service to customers in accordance with company standards and proceduresMust address escalated customer issues and ensure effective and long-term problem resolutionMonitors and acts on the department's projected and forecasted performance goals to achieve or exceed expectationsProvides regular feedback to General Manager and/or Officers on departments' performanceProactively improves and develops lean systems/procedures within the department to "make it easy for our customers to do business with us"Resolves escalated customer disputes/complaintsWorks closely with customer service and dispatch center teams to ensure maximum capacity; efficiency in meeting and/or exceeding the forecasted amount of service department callsProvides consistent and accurate feedback, encouragement, support, professional development, and coaching to all members of the service team, including Service Managers, Supervisors, and TechniciansCommunicates with service team members on a daily and/or weekly basis to ensure that each person understands their expectationsEnsures that supervisors are communicating with each technician to ensure that each service team member has a clear understanding of their goals and expectationsPlans, develops, and leads facilitation of the weekly technician meetings with appropriate, positive, and balanced contentEnsures that safety topics are incorporated into one-to-one coaching conversations, weekly meetings, and training sessionsMaintains an overall positive culture and team morale while ensuring that every member is living the company's core values for each individual they interact withUpdates knowledge by participating in educational opportunities at Best Home Services or individual training including reading professional publicationsMust be able to maintain professional conduct in all work situations, uphold a well-groomed appearance, and adapt well to all types of working conditionsAll other duties as assigned--Supervisory Responsibility This position is responsible for supervising Service Managers and service line technicians.--Position Type and Expected Hours of Work This is a full-time position. The Service Operations Manager should expect to work an average of 50 hours per week, with additional hours during evenings/weekends as appropriate to ensure availability to technicians/operations meet expectations.TravelSome overnight and local travel is expected for this position.---- All expenses during work related travel will be absorbed by Best Home Services, in accordance with existing travel/expense policies. Required Education and ExperienceAt least seven years of operations management experience while significantly contributing to an organization achieving at least $30M in revenueExceptional customer service skillsAbility to devise creative solutions, exercise independent judgment, and make appropriate decisionsKeen ability to work accurately, efficiently, and manage multiple tasksCommitted adherence and enforcement of company valuesBasic computer skillsStrong mechanical aptitudeExcellent oral and written communication, interpersonal, and presentation skills--The News Press. Keywords: Service Operations Manager, Location: Orlando, FL - 32812

Keywords: Best Home Services, Tampa , Service Line Operations Manager, Executive , Orlando, Florida

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