Massey Services- Manager Trainee

Massey Services, Inc. Winder , GA 30680

Posted 2 months ago

Based in Orlando, Florida, Massey Services is the nation's fifth largest pest prevention company and the largest privately held family-owned company in the industry. Celebrating 33 consecutive years of profitable growth, Massey Services and its subsidiary organizations employ over 2,000 team members and operate approximately 1,800 vehicles that provide residential and commercial pest prevention, termite protection, landscape and irrigation services to over 550,000 customers from 143 Service Centers throughout Florida, Georgia, Louisiana, Texas, South Carolina, North Carolina and Oklahoma.

Massey Services will be the leader in providing an environmentally responsible and superior service. Our Company will grow by adhering to the highest standards of performance and professionalism.

Massey offers a competitive compensation plan along with an excellent benefits package including:

  • Company Vehicle

  • Medical, Dental and Vision

  • Company paid Life Insurance

  • Short & Long Term Disability

  • Flexible Spending Account

  • 401(K) Retirement Plan with company matching

  • Paid vacation, holidays and sick days

  • Tuition Reimbursement Program

Massey Services, Inc. is a Drug Free Workplace and Equal Opportunity Employer

JOB FUNCTIONS AND DUTIES
1.Complete all assigned sales, technical and management training programs.
2.Receive classroom instruction in subjects related to your rotational experience.
3.Work in different service centers/departments to gain perspective, including marketing, sales, customer service, purchasing, and personnel departments.
4.Learn service and sales functions, operations, management viewpoints and company policies and practices that affect each phase of business.
5.Observe experienced workers to acquire knowledge of methods, procedures, and standards required for performance of departmental duties.
6.Handle established accounts to gain familiarity.
7.Adhere to guidelines of formal written training program.
8.Attend periodic evaluations.
9.Achieve a passing score in all areas of the management training program in order to continue in the program.
10. Participate with service center management in interviewing, hiring, and training employees.
11. Use company reports to analyze sales, revenue, and profit.
12. Identify trends and recommends proactive or remedial action to manage business situations.
13. Work with and through management to develop and implement actions that protect company assets and profitability.
14. Maintain and enforce a professional image and the highest level of integrity with regard to all decisions.
15. Monitors and assures a quality image with all Company team members (uniform, ID badges), vehicles (decaled, clean), equipment (maintained, clean), facilities and property (maintained, clean).
16. Be a contributing member of our community and industry by actively pursuing and participating in organizations and associations that support our Company's image and commitment.
17. Generate a positive relationship with customers, potential customers, and community members, always promoting excellent customer relations, quality image, and integrity.
18. Make every effort to satisfy customers, regardless of time, cost, or effort.
19. Demonstrate the initiative to prevent customer complaints and save customer cancellations and manage these to Company Standards or better.
20. Take every opportunity to "recognize" Service Center team members for the purpose of enhancing morale.
21. Implement, administer, and enforce all Company Policies and Procedures, including (but not limited to) training, customer service, productivity standards, documentation of service, collections, damage claims, sales, etc.
22. Monitor and assure the safeguarding of all Company equipment, property, and facilities.
23. Be able to qualify for and pass all State Certifications, as required.
24. Stay abreast of all technical data in regard to materials being used and the application of same.
25. Stay abreast of federal, state and local regulations regarding use of all safety equipment and procedures. Perform job duties consistent with all regulations and Company Policies and Procedures.
26. Maintain good regulatory agency relations. Assure certifications and license requirements are being achieved, and compliance with all laws, rules and regulations.
27. All other duties as assigned.
28. IMAGE - Assure a quality image both internally and externally at all times.

  • Management and Team Member Conduct

  • Service Center facilities, Company uniforms, vehicles, equipment, property, etc.


  1. GROWTH OF BUSINESS Develop skills to accomplish all revenue and profit objectives through proper planning, quality training and teaching, and executing and enforcing all Company policies.
  2. CUSTOMER SERVICE Develop skills to assure that all sales and service minimum standards are accomplished through quality training, executing and enforcing all Company Policies that relate to quality service, minimum productivity standards and total customer satisfaction.
  3. TEAM MEMBER DEVELOPMENT Develop skills to recruit, hire, train, direct and develop team members within the Service Center in order to achieve budgeted goals in the areas of sales, services, collections, expense control and team member development.

EXPERIENCE, EDUCATION, AND SKILLS REQUIRED
1.College degree in Business Management or equivalent preferred.
2.Minimum of three years' management experience required, including personnel management, multi-level P & L responsibility, inventory control, customer satisfaction responsibility, recruiting/training/developing of personnel and leadership experience.
3.Management, sales and marketing experience in a service-related business preferred. Strong work ethic and ability to motivate, lead and challenge a team as required.
4.Must be able to meet requirements for obtaining certification and/or license as required by state, federal, or local regulations.
5.Must possess mathematical ability and knowledge of accounting principles.
6.Must possess good written and oral communication skills, dedication to total customer satisfaction, integrity, ability to work under pressure and professional image.
7.Knowledge of computer operations required.
8.Must possess and continually demonstrate ability and desire to commit to corporate culture, mission, guiding philosophy and purpose.

TYPICAL PHYSICAL AND MENTAL DEMANDS

Requires (67-100% of time) walking, climbing, bending, kneeling, pushing, pulling, reaching, stooping, and stretching. Requires constant ability to move freely about the office building and between job sites.

Requires frequent (34-66% of time) exposure to outdoor conditions and ability to crawl under homes and in attics for up to 15 minutes at a time. Requires corrected vision and hearing to normal range. Requires ability to travel from location to location.

Requires ability to frequently operate small equipment. Requires occasional (3-33% of time) lifting of equipment (up to 50 lbs.) Requires good hand-eye coordination, gross motor coordination and finger dexterity. Must possess ability and stamina to work long hours while performing physical labor. Must possess ability to climb heights and ability to endure high levels of noise.

TYPICAL WORKING CONDITIONS

Requires constant contact with the public and company Team Members. Frequently, work is performed outdoors.

Office work is performed in air conditioned/heated facility. May be exposed to rain, hail, winds, dust, dirt, cement, grass, shrubs, high levels of noise, vibrations, and others. Incumbent will work with and around various types of lawn care and pest industry products, materials and equipment.

SPECIAL EQUIPMENT

Must possess ability to operate lawn care, pest prevention and termite protection equipment including, but not limited to, backpack applicators, drills, shovels, carpenter's tools, power tools, truck equipment, aeration equipment and others.

THIS DESCRIPTION MAY NOT BE ALL INCLUSIVE AND TEAM MEMBERS ARE EXPECTED TO PERFORM ALL OTHER DUTIES AS ASSIGNED AND DIRECTED BY MANAGEMENT. JOB DESCRIPTIONS AND DUTIES MAY BE MODIFIED WHENEVER DEEMED APPROPRIATE BY MANAGEMENT.



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Massey ServicesCustomer Service Specialist

Massey Services, Inc.

Posted 3 months ago

VIEW JOBS 10/10/2019 12:00:00 AM 2020-01-08T00:00 Based in Orlando, Florida, Massey Services is the nation's fifth largest pest prevention company and the largest privately held family-owned company in the industry. Celebrating 33 consecutive years of profitable growth, Massey Services and its subsidiary organizations employ over 2,000 team members and operate approximately 1,800 vehicles that provide residential and commercial pest prevention, termite protection, landscape and irrigation services to over 550,000 customers from 143 Service Centers throughout Florida, Georgia, Louisiana, Texas, South Carolina, North Carolina and Oklahoma. Massey Services will be the leader in providing an environmentally responsible and superior service. Our Company will grow by adhering to the highest standards of performance and professionalism. SUMMARY OF RESPONSIBILITIES 1. Project a Quality Image – Look, Act and Sound Professional 2. Deliver Superior Customer Service – Always be cheerful, courteous and follow through. Use every Customer interaction as an opportunity to build relationships. 3. Produce Accurate, Timely Records – Produce quality work within deadlines. 4. Continually Learn – Embrace every opportunity to learn and develop your skills. JOB FUNCTIONS AND DUTIES: DELIVER SUPERIOR CUSTOMER SERVICE: I. Customer Concerns: A. Answer customer calls by the second ring, and with a smile in your voice. Listen patiently to customer concerns. B. Locate customer's account on the computer or take all necessary information and ask customer if they are able to hold while you locate account. Always wait for a response from the customer before placing them on hold. Search for account by address, Alpha or phone number. When returning to customer always use their name and thank them for holding. C. Log customer issue in Routeman Special Services and the Notes section (per Service Policy & Procedure #SPP602, Automated Extra Service Log / Report), documenting specific details regarding issues and requests. Before hanging up with customer, verify the information given: especially the phone number including the area code. Using the customer's name, always thank them for calling. Always try to obtain an alternate contact number. D. Before the end of each day run a copy of the extra service log and place a copy on Service Manager and or General Manager's desk. E. Run no charge invoices daily and put in the Technician's box. Note: All calls for extra service (complaint calls) must be responded to the same day received and resolved within 48 hours or at the convenience of the customer. See P&P #1802, Automated Extra Service Log / Report for specifics and details. II. New Sales A. When answering a lead call be professional, cheerful, courteous and listen carefully. 1. Take down all information accurately, including name, address phone number, concerns or issues. 2. Schedule the appointment at the customers convenience 3. Page the Sales Inspector and relay the information if it is same day appointment. 4. Record the information in the lead log. B. As the sale is being closed, the Sales Inspector will call the Customer Service Specialist to schedule the customer for service. The Customer Service Specialist will: 1. Inform the Sales Inspector or Technician of available day and time using the Start/Install Log. 2. Log customer information in Start/Install Log under agreed date and time. 3. In the event the start will require more than one day, or more than one Technician to complete, notify General Manager and/or Service Manager immediately. C. After receipt of executed sales agreement from the General Manager the Customer Service Specialist will create the account in Routeman and prepare the paperwork for the initial service (i.e. copy of agreement, graph, rate card and cover/start sheet). A manila file is created and folder is placed in a "Sold Not Started" file. D. After the initial service has been completed, the Customer Service Specialist will: 1. Verify each new account has been started and if so, remove from start route as long as invoices have been printed. Using Value of Routes and after verifying with Service Manager and/or Technician the Customer Service Specialist will assign route and regular date of service. Remove file from the "Sold Not Started" file and place into the active customer files. III. Cancellations-Reinstatements A. When answering a cancellation call be professional, cheerful, courteous and listen carefully. 1. Take down all information accurately, including name, address phone number, concerns or issues. 2. Make every attempt to save the customer. (Schedule remedial service, correct billing problem, offer free service, etc. Personnel and service problems must be transferred to the Service Manager/General Manager ASAP.) Determine what we could have done; what should we have done to prevent the cancellation. See P&P #707, Cancellation Prevention Procedures. Never leave the customer with the idea that they have cancelled. The General Manager is the only one who can authorize a cancellation after talking with the customer. 3. Remove the customer's folder from Active File and run an A/R copy 4. Fill out Cancellation Request Form. Place the pink copy of form in the Technician's box and the yellow copy in the Sales Inspectors box.(The Sales Inspector will use this for follow-up in 60-90 days.) 5. Log in Cancellation Log See P&P #707, Cancellation Prevention Procedures 6. Place folder and Cancellation Request immediately on Service Manager's/General Manager's desk. Follow the Cancellation procedure (Policy & Procedures #707,Cancellation Prevention Procedures; #708, Cancellation Reasons & #709, Cancellation Codes) in it's entirety as outlined in the Office Policy and Procedures Manual. SPECIAL NOTE: All service related cancellations are to be contacted in person on All accounts by the General Manager and /or Service Manager. The Customer Service Specialist is charged with the responsibility of making sure the cancellation request is completed in its entirety for use by the General Manager and Service Manager in this contact. Only the General Manager can cancel an account and only after contacting the customer. 7. The Customer Service Specialist receives the approved Cancellation Request back from the General Manager or Service Manager, and if applicable, records on the Cancellation Log. The approved cancellation is then input into the computer. Note: The Customer Service Specialist will file the Customer's information in the cancellation file cabinet if the account has a zero balance. If the account has a balance due or credit, the file will be given to the Office Manager to begin immediate collection/refund efforts. IV. Scheduling Reinspections & WDO's A. Contact customers to schedule reinspections using the reinspection appointment book. Schedule reinspections for the same day and location when ever possible. (See Service Policy & Procedure #SPP507, Annual Termite Reinspections) B. Schedule WDO's for the General Manager based on his/her availability and the customer's convenience. PRODUCING ACCURATE & TIMELY RECORDS I. Preparing Production for Posting & Recording All in-town technicians will report physically to the Service Center each morning or evening. Out-of-town technicians will call the Service Center each morning for messages, instructions, etc. They will then call in the early evening to report their service progress for the day. This will be their accountability check-in call. Out-of-town technicians will also report physically to the Service Center no less than once per week. A. Check all service invoices against daily Blue Sheets. B. Check service invoices against production indicated on Daily Service Schedule. Verify receipt of collections on Daily Service Schedule and sign. C. Review the production reports to insure that there are no customers over two months past due that are being serviced. Bring any such account to the attention of the Office Manager, Service Manager, and Technician. D. Record daily production and other information on the Pest Prevention Daily Production Report. The General Manager and Service Manager will review this report daily. Note: The Daily Production Report will be maintained for each Service Technician in the Service Center. At the beginning of each month the number of units and charges are to be taken from the Value of Routes Report and will be recorded on the Daily Production Report. The Production Reports will be updated daily and all individual route totals will be consolidated and recorded on a consolidated daily production report for the Service Center. The report will be totaled and recapped monthly. E. Forward all Service Collections to the Office Manager for preparation of the daily deposit. II. Posting Production & Payments – Post all production and payments by 12:00 in accordance with policies #418, Cash Posting, Pest Control; #419, Cash Posting, Termite & #420, Cash Posting, Termite Renewals. III. Maintain Prolinx Data Base A. Enter new baiting customers into Prolinx in accordance with Policy & Procedure #2100, Baiting Administrative Procedures, assigning the same Routeman account number and "qx" coding if applicable. B. Print out a copy of the customer's graph and attach to the invoice. C. After the Baiting Technician has completed the installation of the baiting stations the Technician will give a copy of the graph with the location of the baiting stations to the Customer Service Specialist for input into Prolinx. D. Once the stations have been updated, print out a copy of the updated graph and place in the customer's file. E. In addition to the initial Prolix entry, the Customer Service Specialist is responsible for updating the graph for any additions or changes in bait stations. F. Each afternoon, using the Value of Routes, print out two copies of the graph for all customers to be serviced the next day and put with the invoice. G. Following the guidelines and timeline set forth in the monthly Baiting Renewal Processing Calendar, cancel baiting customers in Prolinx. IV. Accounts Receivable Collections A. Assist Office Manager in monitoring and collecting customer account balances in accordance with Policy and Procedures #701, Pest Prevention Collection; #802, Termite Collection; #806, Annual Renewal Collection and #901, Lawn Collection. Spend at least one hour daily on collections. Other Responsibilities A. Gather information on all claims as requested by the General Manager or Office Manager. B. Reconcile termite files in accordance with the Termite and Baiting Renewal Processing Calendar. C. Type guarantees, file customer information and print invoices as needed. D. All other duties as assigned. MINIMUM QUALIFICATIONS – EDUCATION, EXPERIENCE, AND/OR TRAINING Education – High School Diploma or GED Required Experience – Previous customer service experience preferred. Skills – Strong organizational and communication skills required. Knowledge of MS Office software and typing of 45 wpm preferred. Massey Services, Inc. Winder GA

Massey Services- Manager Trainee

Massey Services, Inc.