Service Manager

Magnolia Home Inspections•Nashville, TN

1d•$75,000 - $95,000•Hybrid

About The Position

At Magnolia Home Inspections, we're on a mission to Protect Home Buyers and Educate for Successful Home Ownership™. As a Service Manager, you'll be the steady force that ensures every inspection, repair, and relationship runs smoothly—safeguarding our clients, realtors, and brand with the vigilance of a true Protector. You'll pause to listen, educate with expertise, celebrate team wins as a unit, and sprinkle in just enough humor to keep things light because, let's face it, even the toughest service calls deserve a laugh. Role Overview We're seeking a dynamic Service Manager to lead our service operations with white-glove precision and a people-first heart. In this pivotal 2nd-in-command role, you'll quarterback service issues in a fast-evolving landscape of client needs and realtor requests, blending the independence to prioritize your troubleshooting sweet spots with the structure of clear team goals and leadership support. This isn't just a job; it's your chance to empower a team that's as invested in each other's success as they are in ours. If you're a multi-tasking maestro who enjoys disruptions (the good kind)—initiating quick fixes, persuading partners on the fly, and moving on to the next win—you'll fit right in with our hardworking, detail-driven crew who don't take themselves too seriously.

Requirements

Proven experience in service management, operations, or customer-facing roles—ideally in home services, real estate, construction, or inspections.
Strong background in de-escalation, relationship-building, and multi-tasking under pressure.
Comfort with training, coaching, and quality assurance; bonus if you've handled reports, liability, or vendor networks.
Tech-savvy enough for scheduling tools and report systems, with solid verbal/written communication skills.
Valid driver's license, reliable transportation, and the physical stamina for occasional field support (standing, walking, light climbing).
A coachable spirit aligned with our core values: Protecting with diligence (seeing risks broadly but acting decisively), pausing to educate (listening first, chasing expertise with clear-headed focus), celebrating together, and not taking it all too seriously—while appreciating traditional approaches that deliver, with an eye for smarter evolutions when they count.

Responsibilities

Quarterback Service Issues: Dive into the broad spectrum of potential pitfalls—from termite disclosures to delayed reports—with laser awareness and rapid follow-through. Persuade clients and realtors with clear, concept-driven updates, relying on traditional processes where they shine but spotting value in smart tweaks to keep risks at bay. Communicate proactively to keep everyone informed and confident.
Quarterback Schedules: Monitor PTO, inspector territories, drivetime, and realtor requests to optimize efficiency and keep our field team flowing.
Home Maintenance Program: Drive annual home inspections (September–January) to nurture long-term client relationships and reinforce our commitment to education.
Quarterback Vendors/Contractors: Hold partners accountable to Magnolia's gold-standard quality while building mutually beneficial relationships. Scout and onboard new service contractors when the need arises—because the right team multiplies everyone's success.
Coach Environmental Technicians (ETechs): Provide hands-on onboarding, consistent follow-up training, and real-time guidance through new scenarios to set them up for stardom.
Train Inspector Consultants: Develop seasonal training plans that drill down on purpose, process, and client-focused communication. Referee reports with logical documentation, ensuring every detail protects and educates.
Customer Service Superstar: Thrive in the charge of time-sensitive calls and Platinum inspections, directing traffic from multiple contractors while de-escalating with patient, head-first logic. Handle pressures head-on—whether it's a surprise walk-through or juggling claims—emerging with congenial wins that protect our brand without the drag of routine follow-ups. Manage the Customer Claim Account with a keen eye on inspector accountability and liability lessons learned.
Play Defense – Protect the Team: Champion awareness of risks through CE on industry lawsuits for inspectors and smart scheduling for the Call Team (no "crazies" on our watch!). Review complaints annually to spot trends and build smarter processes.
Partner with Sales & Call Team: Collaborate with the Sales Director to educate on service values, packages, and field realities—what realtors and clients truly need and want. Share insights on home buyer/realtor experiences to close sales gaps and seize marketing opportunities.
Industry Trendsetter: Stay ahead with CE on radon awareness, disclosures, and building science to keep our edge sharp.