Service Manager

Poolie•San Antonio, TX

20h

About The Position

As a Service Manager, you will play a crucial role in overseeing the smooth operations of our service department. Your strong management & organizational skills are of the utmost importance. Attention to detail, and ability to handle various responsibilities will contribute to maintaining high-quality standards, exceptional customer experience, and effective departmental performance.

Requirements

Previous experience in a managerial role within a home service industry or a related field.
Strong leadership and management skills, with the ability to motivate and guide a team.
Excellent organizational and problem-solving abilities, with keen attention to detail.
Effective communication and interpersonal skills, fostering positive relationships with employees, customers, and external partners.
Proficiency in managing payroll, inventory, and fleet operations.
Familiarity with industry practices, including scheduling, customer service, and technical aspects.
Knowledge of key performance indicators and the ability to analyze and interpret data.
Flexibility and adaptability to meet changing departmental needs.

Responsibilities

Ensuring an exceptional customer experience by actively monitoring service quality and addressing concerns quickly and effectively.
Prioritizing customer communication, involving clear, empathetic interactions across calls, texts, and emails to resolve issues, deescalate upset customers, and meet customer needs.
Coordinating and optimizing the weekly service schedule, including routes, service calls, and other related tasks. Head of all routing responsibilities for your respective service team.
Overseeing all aspects of the service team in your region, including technician development, approving PTO and scheduling accordingly, and maintaining working relationships with service technicians.
Managing department headcount required to deliver services, ensuring a qualified and motivated team, and maintaining appropriate staffing levels.
Establishing and monitoring key performance indicators for the department, tracking progress, and implementing strategies to achieve targets.
Managing payroll processes and ensuring accurate and timely payment for department employees.
Overseeing the onboarding and offboarding procedures for department employees, ensuring smooth transitions and compliance with company policies. Termination of team members who repeatedly fail to follow company SOPs is also a critically important part of this role.
Coaching Supervisor to ensure training programs for new hires and ongoing professional development for department staff are carried out.
Conducting performance reviews for technicians and supervisors, providing feedback and identifying areas for improvement and growth.
Acting as the primary point of contact for the repair team, coordinating and maintaining effective collaboration between departments.
Working hand in hand with fleet and inventory management to ensure all parts needed for service technicians are promptly ordered and accounted for.