Service Manager

TruGreen•Saint Charles, MO

About The Position

The Service Manager provides quality, timely customer service by recruiting, training, and supervising a team of lawn care specialists. The role coaches and develops field staff to improve customer retention by exceeding customer expectations. The manager oversees service operations, staffing, performance, training, schedules, safety, and compliance while working with other managers to reduce customer cancellations. Extensive local travel is required.

Requirements

Associate’s degree in a business-related discipline and at least two years of related experience in lawn, horticulture, agronomy, or lawn care services, or an equivalent combination of education and experience.
At least two years of supervisory management experience.
Valid, permanent driver’s license from the state of residence.
Current liability auto insurance.
Must be at least 21 years of age by date of hire.
Excellent verbal and written communication skills.
Ability to communicate effectively with all levels of leadership and front-line staff.
Leadership skills in team building, talent selection, training, mentoring, developing a sales team, and executing goals.
Excellent time-management skills.
Practical knowledge of the service industry and experience developing and executing sales plans.
Business process analysis skills.
Computer skills with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Ability to speak, read, and write fluently in English.
Must be physically located in the United States while performing the job.

Nice To Haves

Bachelor’s degree.
Sales experience.

Responsibilities

Evaluate the quality of customer service and develop procedures to minimize customer complaints.
Address customer service-related concerns diplomatically.
Coach and develop lawn specialists and trainees.
Work with other managers to identify ways to reduce customer cancellations.
Recruit, interview, and select personnel needed to staff the service function.
Evaluate performance, make salary recommendations, and administer disciplinary actions consistent with company policy.
Plan and conduct new-hire and ongoing training in customer service, technical skills, safety policies, and procedures.
Supervise technicians to ensure service production and sales goals are met.
Maintain positive morale and promote teamwork.
Examine associate work for accuracy, neatness, and conformity to best practices and company policies and procedures.
Determine work procedures and issue oral and written instructions.
Coordinate information sharing between customers and field technicians to expedite workflow.
Prepare work schedules and assign and monitor duties for efficiency.
Prepare composite reports from subordinate reports.
Conduct daily and weekly management meetings.
Provide a safe workplace through ongoing training and adherence to company policies.
Maintain Department of Transportation Pre/Post Trip Inspection and Drive Qualification files.
Ensure associates maintain current licensing as required by company policy and applicable law.