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Member Services Manager

Company: Servpro Industries, LLC
Location: Gallatin
Posted on: January 16, 2022

Job Description:

About SERVPROServpro Industries, LLC, is a national leader of fire, water, mold, and other specialty cleanup and restoration services. With a professional services network of more than 1,900 franchises in the United States and Canada, SERVPRO quickly responds to property damage emergencies. These range from multimillion-dollar disasters to those suffered by individual businesses and homes. SERVPRO headquarters in Gallatin, Tennessee, is home to 400+ employees who are dedicated to supporting SERVPRO franchise operations. SERVPRO has been recognized by The Tennessean for its Top Workplace Award in 2015, 2016, 2017, 2019, 2020 and 2021.
Job SummaryPerforms the necessary duties related to the qualification and performance management of franchisees participating in regional and national account programs. The Member Services Manager will oversee the processes of onboarding, monitoring, and managing the results of franchisees' performance, real-time, according to procedures and program requirements. The Member Services Manager will measure franchisees against SERVPRO - operational processes and program requirements to ensure quality control.
Major Duties and Responsibilities

  • Demonstrate a thorough knowledge and understanding of SERVPRO and Xactimate applications, workflows, and reporting systems.
  • Build and manage a network of the best performing franchisees to service national accounts leads.
  • Verify and manage the qualification process.
  • Update and maintain franchise profiles with current deliverables and credentialing items as outlined in qualification standards.
  • Establish a national footprint by service line with qualified franchises to cover each major US and Canadian market.
  • Incorporate client business rules into the business rule engine which in turn feed the project management process in the WorkCenter--- and DryBook--- Mobile applications.
  • Review dashboards for outstanding credentialing items.
  • Manage the suspension and reinstatement process.
  • Manage general issues regarding franchisees and clients.
  • Oversee annual maintenance of the qualification, business rules, suspension, and reinstatement processes.
  • Serve as Liaison to communicate reporting to Executive, and divisional stakeholders regarding status of franchise program compliance and action plans.
  • Assist the National Accounts Team with communication of franchisee status information to clients.
  • Produce weekly quality assurance reports. Assist with verifying automated reports.
  • Uphold and project the public image of the Company.
    Additional Responsibilities:
    • Work with the Business Intelligence team to publish reports based on business needs/requests.
    • If directed, assist with field implementation and evaluation of processes, programs, or business models after the analysis, design and development phases are completed for a project.
    • Assist supervisor with creating team presentations.
    • Participate in special projects or perform duties in other areas as requested.
    • Maintain overall knowledge of SERVPRO franchise business model and all franchisee functions and service lines.
      Required Qualifications
      • Bachelor's degree or an equivalent combination of education and experience, and at least 2 years Xactimate - and vendor compliance management experience.
      • Excellent attention to detail and organizational skills.
      • Strong analytical skills and ability to identify appropriate analytical approaches depending on the business need.
      • Intellectual curiosity, along with excellent problem-solving skills, to be able to disaggregate issues, identify root causes, and recommend solutions.
      • Previous experience in property insurance industry a plus.
      • Highly proficient in advanced computer skills.
      • Highly proficient in advanced internet navigation skills.
      • Excellent time management abilities.
      • Strong analytical and problem-solving ability.
      • Excellent written, verbal, and oral communication skills.
      • Excellent interpersonal skills.
      • Proven ability to effectively multi-task.
      • Stable and consistent with performance and attendance.
      • Demonstrate ongoing focus on accuracy.
      • Highly skilled in handling problem situations.
      • Proven skills in building teamwork within and between departments.
      • Skilled in training others.
        Working Conditions
        • Fast-paced, high pressure office environment.
        • Standard working hours based on a 40 hour work week.
        • Additional working hours required as needed to complete testing assignments and projects on schedule.
        • Minimal travel as required for business needs.
          What we offer
          • Excellent health benefits plan, which includes day 1 eligibility for medical, vision and dental plans
          • 401(k) with company match
          • Company profit sharing plan
          • Generous vacation, paid time-off and paid holidays
          • 2 free on-site fitness rooms with class options
          • Weekly on-site massage therapist visits
          • Personal and professional development programs
          • Employee Assistance Program
          • Employee Resource Groups
          • "Financial Wellness" education and training programs
            SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.

Keywords: Servpro Industries, LLC, Nashville , Member Services Manager, Executive , Gallatin, Tennessee

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