Supervises the efficient workflow of administration services across the business unit at direction of manager. Assists in establishing objectives and operating policies in relevant areas. Supervises a staff of administrative personnel and customer service agents (both home- and branch-based) to ensure customer correspondence and calls are handled in a professional and efficient manner. Travels as necessary to support the role's responsibilities.
Supervises the efficient workflow of administration services across the business unit at direction of manager.
Assists in establishing objectives and operating policies in relevant areas.
Supervises administrative personnel and customer service agents (both home- and branch-based) to ensure customer correspondence and calls are handled in a professional and efficient manner.
Provides leadership, direction and accountability for administrative processes and policies amongst the administrative personnel and customer service agents.
Provides training and instructional assistance to administrative personnel, customer service agents and branch management to enhance the efficiency and effectiveness of the administrative staff.
Monitors compliance of existing company office policies and procedures by reviewing branch reports, auditing cash variance reports, bank reconciliations, and bank discrepancies.
Assists in converting Terminix acquisitions and branch splits to ensure a smooth transition into operation under established company office policies and procedures.
Reviews, tracks, and trends call volume through Distributed Call Management (DCM) reports and Work Flow Management (WFM) reports; ensures accuracy of data presented on a daily, weekly and monthly basis.
Monitors Daily Operation Reports (DOR) to track and improve performance in various administrative, collection and customer service agents results.
Interviews, hires, trains, develops and conducts performance management duties (up to and including termination) of administrative personnel and customer service agents.
Education and Experience Requirements
High School Diploma or General Education Diploma (GED)
1-3 years experience in related field
3+ years supervisory experience
Knowledge, Skills, and Abilities
Skill in supervising a staff of associates working remotely in multiple locations
Skill in effectively presenting information and responding to questions from groups
Skill in written communication (emails, reports)
Skill in successfully handling multiple projects and related tasks
Skill in work independently and achieving performance goals
Skill in adjusting to changing priorities
Skill in Microsoft Word, Excel, PowerPoint, and Outlook software applications
Ability to learn and utilize business unit-specific software applications
Ability to travel frequently, often overnight
Disclaimer The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Disability
At Terminix®, our people bring tremendous pride and integrity to everything we do. In turn, we provide a working environment where these skilled professionals can achieve true satisfaction in their own lives.
We are proud to offer our exceptional associates competitive compensation, comprehensive benefits and outstanding opportunities for professional development. If you're committed to providi...ng the highest level of customer service, we have an ideal opportunity for you. In this position, you will apply company product to customers’ structures according to schedule and as needed based on service requests.
At Terminix, people come for a job and stay for a career. As a Terminix associate, you’ll enjoy excellent compensation and benefits as well as the opportunity for the professional growth and respect that comes from working for an industry leader. Qualified candidates must have a high school diploma or general education degree (GED). We perform criminal background checks, motor vehicle record checks and drug screening.