Service Director

Imagefirst Healthcare Laundry Specialists-posted 7 months ago
Full-time • Mid Level
Farmington, CT
Personal and Laundry Services
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Founded in 1967, ImageFIRST® is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients' linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry. With one of the highest customer retention rates in the industry - 97% - ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service!

  • Personally manage the onboarding process for any new Customer Advocates (CA's).
  • Coordinate training schedule with entire location.
  • Develop the ongoing CA monthly training meetings with the rest of the service department.
  • Plan and run any training meetings.
  • Coach, train, and motivate existing CA's.
  • Properly implement all service-related policies and procedures.
  • Execute weekly one on ones with all direct reports focusing on individuals results.
  • Meet with any non-performers and develop improvement plans to help achieve high performance.
  • Work with Plant Manager and Production Supervisors as needed to ensure we are delivering consistent high quality at all times.
  • Post the weekly results in the department as they are updated.
  • Work with each CA to help them improve their results in Growth, Renewals, Loyalty Activities and other key areas.
  • Encourage participation and improvement of bonuses from quarter to quarter.
  • Ensure that any other direct reports (Internal Service Manager, Growth Specialist, Route Specialists etc.) are being managed according to their job description and results.
  • Improve Customer Loyalty through EXCELLENT interaction and complete resolutions to any customer concerns.
  • Utilize the opportunity to train the CA on the right way to service the customer.
  • See that follow up is done on negative customer feedback.
  • Maintain strong relationships with key contacts within customer base.
  • Ensure that CA is interacting with all contacts on a weekly basis.
  • Help CA's develop responses to customer concerns to handle issues or overcome objections.
  • Ensure that every department is kept informed about net promoter progress and results.
  • Review any Non-Promoter score with the CA.
  • Discuss opportunities for improvement at Staff Meetings.
  • Work with Service Leadership to develop and implement game plans to address any Non-Promoter issues and turn them into Promoters.
  • Maintain quarterly results of 100% or greater on CCS Goodwill activities.
  • Resolve any customer concerns uncovered during goodwill visits completely.
  • Email / Fax completed goodwill sheets to corporate on a timely basis.
  • Ensure essential customer information is captured in CCS.
  • Maintain current A, B, and C contacts at all accounts.
  • Develop a proper relationship at all three levels.
  • Manage and maintain ongoing relationship with all top 25 customers.
  • Manage and maintain ‘At Risk' reporting system.
  • Work with CA's to minimize exposure.
  • Work with CA to secure all targeted renewals for the quarter.
  • Manage all A and C accounts coming up in 24 months to minimize any lost business.
  • Ensure Goodwill, Loyalty Activities, Training, Renewals, and Response Time to customer concerns results in low lost business.
  • Work with CA's to help them achieve their route growth goals especially on targeted products.
  • Utilize goodwill calls to look for opportunities to grow existing customers.
  • Work with corporate to ensure any new products are launched and marketed successfully at the local level.
  • Ensure growth activities result in increased RPP.
  • Target high RPP products when growing existing business.
  • Work closely with Sales team to ensure new accounts meet RPP requirements for location.
  • Work with CA's to generate leads for the sales team.
  • Track and monitor progress in the department.
  • Work to increase the Health System business in the market by growing existing and obtaining new HS business.
  • Involve the Sales Representative in HS goodwill activity.
  • Make CA, Truck Demo, etc. available for Sales Prospect on request.
  • Work with Sales team to ensure smooth installation of new accounts.
  • Work to minimize Credits and maintain low AR by enforcing NCNS and working with the CRR to make sure customer invoicing is accurate.
  • Minimum of 2 years' advanced operational experience preferred (Route sales).
  • Bachelor's degree or equivalent managerial experience.
  • Strong organizational and oral communications skills.
  • Proficient with MS Office, general PC applications. Excel a plus.
  • Excellent leadership, interpersonal, motivational, and customer service skills.
  • Competitive pay.
  • Medical, Dental, Vision.
  • Pet, Legal, and Hospital Indemnity Insurance.
  • 401k (match).
  • Paid Time Off Package.
  • Great company culture.
  • Collaborative team environment.
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