National Account Service Manager

Ready to be part of a dynamic and growing company?

ServiceMaster Brands is looking for talented people to join our team! Come join SMB where we promote from within.

National Account Service Manager

We are currently looking for a National Account Service Manager. They will participate in the development and fulfillment of contract requirements of products or services. Conduct evaluations of contract compliance using different systems and advise others on contractual rights and obligations.

What you'll do:

• Develops, provides oversight for, and continuously improves the systems and processes needed to manage service level agreement compliance metrics for all national account programs
• Provides job/claim tracking information to ensure all service level agreements are met and that individual franchise’s performance meets the expectations of the assigned insurance customers
• Identifies franchises that are not in compliant with the program
• Develops and maintains both internal and customer facing service level agreement compliance dashboards (segmented nationally, by customer and by franchise)
• Manages customer service issues for national account(s), including issue resolution tracking, reporting, and root cause analysis of customer issues/complaints that attributes to proactive action plans
• Uses compliance dashboards to proactively report out to all account managers so that monthly reviews with customers are conducted
• Identify and assess potential risks, develop plans to minimize or eliminate them and evaluate them, and collaborate with the legal department.
• Perform or oversee investigations to validate claims' legitimacy or verify invoiced amounts' accuracy. Serve as a liaison between numerous internal departments, including sales, accounts payable, legal, and others.
• Conducting internal reviews and audits of mitigation claim reports based on standards, including correct invoicing of line items, critical review of data in the record of drying conditions, correct labor efficiency, price list variation, equipment sizing, etc.
• Resolve complex problems with customers, franchises, and insurance partners by facilitating and leading dispute resolution and account reconciliations.
• Provides job/claim tracking information to ensure all service level agreements are met and that individual franchise’s performance meets the expectations of the assigned insurance customers.

What you bring:

• Proficiency in Microsoft Office Suite; with a heavy emphasis on Excel and PowerPoint
• Ability to learn new software and programs on a computer and mobile devices
• Proficiency in invoicing and electronic file management systems
• Must possess a positive attitude with the ability to build good relationships across the organization and with external partners
• Team player who enjoys collaborating and working with others on a high functioning team
• Sense of urgency, with the ability to meet goals and deadlines
• Strong written and verbal communication skills
• Strong organizational and prioritization skills with the ability to multitask
• Ability to work in a fast-paced environment in which requirements and priorities change
• Able to persevere in overcoming obstacles or setbacks, by taking swift and efficient action
• Ability to effectively interface across all levels of the organization
• Must be results oriented, a self-starter, and have strong initiative
• Selflessness and willingness to make a positive impact every day
• Values diversity and inclusion
• A growth mindset and a desire to make things better
• Bachelor’s degree or 4 years of experience in a related field require
• B2B customer service or account management experience preferred
• Knowledgeable of business products and services (e.g., water mitigation, estimate preparation, and uploading)

Work Location:

This role is hybrid role based in the Atlanta Support Center.

About ServiceMaster Brands

ServiceMaster® Brands® is a leading franchise provider of needs-based residential and commercial services in the restoration, cleaning, moving, and bioremediation industries. Founded in 1929, the company is home to over 3,200 franchisees across 4,600+ locations serving over 1,000,000 homes and businesses each year. ServiceMaster was founded with a deep commitment to integrity and customer service and does business under seven brands today across 50 states and nine countries that generate more than $3.5B in system-wide sales: ServiceMaster Restore®, ServiceMaster Clean®, Merry Maids®, TWO MEN AND A TRUCK®, Aftermath Services®, Indoor Science.

While each brand maintains a distinct identity, we share a commitment to our mission to Making Everyday Heroes More Heroic™. From our franchisee experience to career development to our community outreach efforts, our values – We Serve, We Care, We Deliver, We Do - guide us.

Working as part of our team means bringing your best ideas to work every day and seeing the impact of your contributions. Stars in our company at all levels are builders—they love to create, lead and see their plan come to life. Our best people understand that while great ideas are important, they require incredible focus and teamwork to execute. Life inside our company is the opportunity to do the best work of your career.

ServiceMaster Brands is headquartered in Atlanta, Georgia.

Roark Capital Group acquired ServiceMaster Brands in October 2020. Roark focuses on investing in the consumer and business services sectors, with a specialization in multi-location and franchised businesses. Since inception, affiliates of Roark have invested in 100 multi-location, franchised brands, which collectively generate $62 billion in annual system revenues from 66,000 locations in 50 states and 89 countries. Please visit www.roarkcapital.com to learn more.

It is the policy of ServiceMaster Brands, in accordance with all applicable laws, to recruit, hire, train, and promote persons in all job titles without regard to race, color, national origin, genetic information, religious beliefs, sex, gender identity, sexual orientation, age, marital status, pregnancy, disability, protected veteran status, or any other protected classifications, activities, or conditions as required by federal, state and local laws.