Service Director Food & Beverage

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:

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…