The Role

Direct staff members in sales, service, installation, warehouse, fleet, call center and dispatch.

Responsibilities

• Manage staff and maintain the highest customer satisfaction and employee engagement levels.
• Set individual goals and KPIs for all staff positions with financial responsibilities.
• Monitor staff performance to ensure that daily revenue and sold-hour goals are met.
• Show employees how their individual contributions matter to the company’s success.
• Communicate clearly, show recognition and build rapport with employees.
• Monitor employee engagement levels and know how to promote a healthy work environment.
• Train and advise staff members on how to win new referrals and gain repeat business.
• Establish customer satisfaction metrics, evaluate performance and coach staff to success.
• Build a plan for escalating customer complaints that results in quick, favorable resolutions.
• Create annual budget, control expenses and meet or exceed plan.
• Ensure sufficient staff levels to meet ongoing customer demand and seasonal spikes.
• Promote enthusiasm and brand loyalty during daily huddles, team meetings and 1:1’s.
• Conduct operations and P&L meetings with key managers to increase productivity levels.
• Formalize a coaching and training platform that’s consistent, effective and measurable.
• Shape company culture by living out agreed upon values, specifically ethics and integrity.

Competencies for Success

• Develop a proven track record in operations.
• Ability to inspire and lead others to attain company goals.
• Highly organized with exceptional followthrough abilities.
• Strong verbal and written communications.
• Quick, sound decision-making abilities.
• Good presentation and public speaking skills is a plus.
• Ability to build trust and demonstrate empathy.
• Excel in a fast-paced, goal-driven environment.