Operational Manager

Job TitlePosition OverviewMonitors and inspects tasks for restoration jobs to ensure completion of drying, demolition and various restoration activities. Prepares and reviews documentation to include notes, photos and documents according to company policies and procedures. Explains processes used to complete active jobs and next steps to resolution in person to customers. Supervises technician(s) assigned to the job ensuring safety and operational standards are being followed and met during active jobs.Job ResponsibilitiesKnowledge of disaster restoration industryRetrieves work orders, ensures appropriate equipment and supplies are loaded on truck needed for job, arrives to work siteCompletes assigned jobs according to company processes and carrier standards, maintains quality control, manages technician(s) assigned to jobPerforms daily monitoring and required activities on all active jobs to residential and/or commercial customers with a sense of urgencyExplains processes used to complete active jobs and next steps to resolution in person to customers using printed materials as a guideInterfaces with adjusters in person, over the phone, and virtually to resolve issues and answer questions about the lossCompletes sketch and scope sheet for estimate, complete drying records using mobile softwareInspects jobs after completion and obtains customer signatures for approval purposes, and requests payments when necessaryResolves issues with customers communicates customer issues, daily job activities with key company staffPrepares and or reviews documentation to include notes, photos and have documents signed by customer according to company policies using software to ensure reimbursement from insurance companiesMay train new technicians or key operational team membersEnsure safety standards are being followed during all active jobsValid Drivers' License and satisfactory driving recordStrong verbal and written and communication skillsStrong problem solving and customer service skillsMust be able to prioritize activities and meet deadlinesExperience with entering data using a tablet or mobile phoneReport to work on time in a clean, complete uniformRead and follow product label usage instructionsKnowledge of reconstruction serviceJob RequirementsHigh school graduate or equivalentValid driver's license and satisfactory driving recordGood verbal and written and communication skillsRole models customer service expectations with home owners, adjusters, vendors etc.Knowledge of disaster restoration or construction industryProficient with using mobile software to enter dataExperience with using Xactimate is preferred but not requiredMust be able to prioritize activities and meet deadlinesExperience in training and managing othersStrong problem-solving skillsCommunicates customer issues, job activities with key company staffCertifications: Must have two of the following certifications:ASD – Applied Structural Drying TechnicianFSRT – Fire & Smoke Restoration TechnicianOCT – Odor Control TechnicianWRT – Water Damage Restoration TechnicianHome improvement plusPhysical Demands and Working ConditionsIncumbent must be prepared to:Move up to 70 pounds often, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.Stand and walk for extended periods of time. Lifting, squatting, crawling and crouching is required.Express or exchange ideas with others and receive and act on detailed information given.For safety reasons, respirators, which are used in certain situations, must be able to seal to your face.Be exposed to various inside and outside working conditions: The change of environment such as with or without air conditioning and heating.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. The Company reserves the right to modify this description in the future, with or without notice to the employee. This Job Description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.Built on a foundation of great brands and employees with a passion for service, our vision is to be the leading provider of essential services through empowered people, world-class customer service and convenient access. By joining ServiceMaster, you'll be part of a talented network of employees with a shared vision.Our environment is a diverse community where successful people work together to achieve common goals.This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to The ServiceMaster Company, LLC.