Service Manager

TruGreen•Mentor, OH

About The Position

The Service Manager provides quality and timely customer service by recruiting, training, and supervising lawn care specialists. The role coaches and develops field staff to help improve customer retention by exceeding expectations. It also oversees service operations, staffing, performance, training, scheduling, safety, and compliance with company and legal requirements.

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 the date of hire.
Excellent verbal and written communication skills.
Ability to communicate effectively with all levels of leadership and frontline staff.
Leadership skills in team building, talent selection, training, mentoring, and 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 customer service quality and develop procedures to minimize complaints.
Address customer service 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 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 production and sales goals are met.
Maintain positive morale and promote teamwork.
Review associate work for accuracy, neatness, and conformance to best practices and company policies.
Determine work procedures and issue oral and written instructions.
Coordinate information 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.
Ensure 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 licenses as required by company policy and applicable state or federal law.