Service Director

Imagefirst Customer Advocate

Founded in 1967, ImageFIRST is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients' linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry. With one of the highest customer retention rates in the industry 97% ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service!

Responsibilities & Qualifications

Responsibilities :

Staffing and Hiring :

• Human Resources Management - Assist Service Manager in staffing the service department with competent, motivated, and well-trained personnel. Ensure hiring process is followed for all applicants
• Training and Development - Personally manage the onboarding process for any new Customer Advocates (CA's). Coordinate training schedule with entire location. Develop the ongoing CA monthly training meetings with the rest of the service department. Plan and run any training meetings
• Coach and Motivate - Coach, train, and motivate existing CA's. Properly implement all service-related policies and procedures. Execute weekly one on ones with all direct reports focusing on individuals results. Meet with any non-performers and develop improvement plans to help achieve high performance. Work with Plant Manager and Production Supervisors as needed to ensure we are delivering consistent high quality at all times
• Customer Advocate Rewards - Post the weekly results in the department as they are updated. Work with each CA to help them improve their results in Growth, Renewals, Loyalty Activities and other key areas. Encourage participation and improvement of bonuses from quarter to quarter. Ensure that any other direct reports (Internal Service Manager, Growth Specialist, Route Specialists etc.) are being managed according to their job description and results

Customer Service Management :

Profitable Growth :

Minimum Qualifications :

Preferred Competencies :

Company Values & Benefits

Required Competencies :

Benefits :

EOE / Drug-Free Workplace

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law. We are fueled by the talent, passion, and diversity of our associates.