Job Description
Overview:
Pay range: $90,000 - $100,000 (based on expereince) + 10% Annual Bonus based on KPIs
RESPONSIBILITIES:
Staffing and Hiring:
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law. We are fueled by the talent, passion, and diversity of our associates.
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!
Check out our company page: https://www.imagefirst.com/company/
Responsibilities & Qualifications:
Due to continuing growth, we are seeking a Service Director to join our team in Detroit, MI.
Pay range: $90,000 - $100,000 (based on expereince) + 10% Annual Bonus based on KPIs
Car Allowance: $500.00 monthly
Fuel Card for Business Purposes
RESPONSIBILITIES:
Staffing and Hiring:
- Human Resources Management - Assist Service Manager in staffing the service department with competent, motivated, and well-trained personnel. Ensure hiring process is followed for all applicants
- Training and Development - 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 and Motivate - 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
- Customer Advocate Rewards - 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
Customer Service Management:
- Training - Thoroughly train new CA’s in CA Onboarding and initial six week training. Ensure existing CA’s are knowledgeable in all areas covered in the six week training program. Identify CA training needs and opportunities and work with them individually to resolve. Train new CA’s on Net Promoter and the role of the CA. Train other partners on Net Promoter as needed. Ongoing training of all CA’s in inventory management and product Control
- Problem resolution/Customer Service- 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
- Track and Measure Net Promoter Results - 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
- Goodwill and Loyalty Activates - 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
- Renewal Activity - 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
Profitable Growth:
- Lost Business management - Ensure Goodwill, Loyalty Activities, Training, Renewals, and Response Time to customer concerns results in low lost business
- Growth in Existing - 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
- New Products - Work with corporate to ensure any new products are launched and marketed successfully at the local level
- RPP - 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
- Relationship with Sales - Sales Leads – Work with CA’s to generate leads for the sales team. Track and monitor progress in the department. Health System Activity – 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
- Accounts Receivable / Credits - Work to minimize Credits and maintain low AR by enforcing NCNS and working with the CRR to make sure customer invoicing is accurate
MINIMUM QUALIFICATIONS:
- 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
PREFERRED COMPETENCIES:
- Salesmanship - Ability to identify needs and customer relationship for our products and services
- Leadership - The ability to lead and direct co-workers and associates to streamline production, improve productivity and increase profitability
- Knowledge - Practical insight specific to the textile services industry and operations
- Decision Making - Identify problem/root causes and develops alternative courses of action and makes decisions that are based on logic assumptions which reflect factual information
- Communication - Excellent oral, written, phone and face to face communication skills with associates, customers and managers
- Integrity/Accountability/Follow Through - Demonstrates commitment to personal productivity and work quality. Attends to task from inception to final resolution and accepts personal responsibility for assigned work
- Creativity - Looking for new and innovating ways to improve customer satisfaction
Required Competencies:
- Be Respectful: Value all we come in contact with
- Be Remarkable: Create a positive moment with every interaction
- Be Safe: Keep ourselves and those around us safe
- Be Honest: Be guided by truthfulness in all we do
Benefits:
- Competitive pay
- Medical, Dental, Vision
- Pet, Legal, and Hospital Indemnity Insurance
- 401k (match)
- Paid Time Off Package
- Great company culture
- Collaborative team environment
EOE / Drug-Free Workplace
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law. We are fueled by the talent, passion, and diversity of our associates.
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