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Service Manager

Upper Bucks County, PA · Hospitality/Travel
Expectations of Position

Service Manager will assign work orders and ensure all departmental tasks are completed.
  • Monitor department in-boxes to ensure all work requests are address in timely and accurate manner. Create a ticket and delegate accordingly.
  • Service Manager will assign or re-assign job functions (Scheduling, Verifying, Trouble-Shooting or Discrepancy) at their discretion.
  • They ensure team is cross-trained
  • Able to handle all escalated work tickets types in a satisfactory and timely manner.
  • Prioritize work order tickets based on company, customers
  • Collaborate with Human Resources requiring all personnel issues such as hiring, payroll, time off, performance reviews, terminations, training requirements.
  • Develop and maintain a positive relationship with internal and external clients.
  • Train team to develop and maintain a positive relationship with customer, strategic partners and fellow team members.
  • Collaborate with Account Managers
  • Utilize company established metrics and dashboards to report on departmental successes or opportunities as requested by leadership.

  • A Bachelor’s degree in Business or related field. Extensive work experience in the Hospitality, Construction or Facilities Management arenas.
  • Minimum of 5 years of management and / or customer service experience; call center environment strongly desired.
  • Demonstrated ability to:
    • Flourish in a fast paced, deadline driven work environment. 
    • Process customer requests in a timely, professional manner.
    • Analyze customer problems and aggressively pursue solutions which benefit the customer. 
    • Think creatively and act independently within scope of assigned responsibilities converse, listen and take notes simultaneously.
    • Ability to maneuver easily between multiple computer screens.
    • Provide world-class customer service.
  • Strong negotiation skills
  • Knowledge of Windows, Word, Excel, Outlook and Internet; able to create spreadsheets, emails and other departmentally required documents.  Willingness and ability to learn the Company’s proprietary database program 
  • Knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction.
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