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!

Check out our company page: https://www.imagefirst.com/company/

Pay range: $95,000 - $110,000 (based on experience) + Annual bonus based on KPIs

Car Allowance

Fuel Card

Monday - Friday (7:00am - 4:30pm)

RESPONSIBILITIES:

Staffing and Hiring:

• 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, their assigned KPI’s and other key areas. Encourage participation and improvement of bonuses from quarter to quarter. Ensure that any other direct reports are being managed according to their job description and results

Customer Service Management:  

• Problem resolution/Customer Service- Improve Customer Loyalty through EXCELLENT interaction and complete resolutions to any customer concerns.  Utilize the opportunity to train the CA on the right way to build customer relationships. See that follow up is done on negative customer feedback. Ensure that CA is interacting with all contacts on a weekly basis. Help CA’s develop responses to customer concerns to handle issues or overcome objections
• Track and Measure Net Promoter Results - Ensure that every department is kept informed about net promoter progress and results. Review any Non-Promoter score with the CA. Discuss opportunities for improvement at Staff Meetings. Work with Service Leadership to develop and implement game plans to address any Non-Promoter issues and turn them into Promoters
• Educational Acts and Remarkable Acts - Maintain quarterly results of 100% or greater on assigned activities. Resolve any customer concerns uncovered during visits completely.  Ensure essential customer information is captured in CCS. Maintain 3-Deep contacts at all accounts.  Develop a proper relationship at all three levels.  Manage and maintain ‘At Risk’ reporting system.  Work with CA’s to minimize exposure

Profitable Growth:

• Lost Business management – At Risk, Loyalty Activities, Training, Renewals, and Response Time to customer concerns results in low lost business.
• Growth in Existing - Work with CA’s to help them achieve their route growth goals especially on targeted products.
• New Products - Work with corporate to ensure any new products are launched and marketed successfully at the local level
• RPP - Ensure growth activities result in increased RPP. Target high RPP products when growing existing business. Work closely with Sales team to ensure new accounts meet RPP requirements for location
• Relationship with Sales - Sales Leads – Work with CA’s to generate leads for the sales team.  Track and monitor progress in the department. Health System Activity – Work to increase the Health System business in the market by growing existing and obtaining new HS business.  
• Accounts Receivable / Credits - Work to minimize Credits and maintain low AR by enforcing NCNS and ensuring customer invoicing is accurate.

MINIMUM QUALIFICATIONS:

• Minimum of 2 years' advanced operational experience preferred (Route sales)
• Bachelor’s degree or equivalent managerial experience
• Strong organizational and oral communications skills
• Proficient with MS Office, general PC applications. Excel a plus
• Excellent leadership, interpersonal, motivational, and customer service skills

Required Competencies:

• Be Respectful: Value all we come in contact with
• Be Remarkable: Create a positive moment with every interaction
• Be Safe: Keep ourselves and those around us safe
• Be Honest: Be guided by truthfulness in all we do  

Benefits:

• Competitive pay
• Medical, Dental, Vision 
• Pet, Legal, and Hospital Indemnity Insurance 
• 401k (match)
• Paid Time Off Package
• Great company culture
• Collaborative team environment 

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.