Service Manager / Process Coach
Location: Ocean View, Delaware
Position Type: Full-Time
Why Join Expert Wire Inc.?
At Expert Wire Inc., we are committed to fostering a culture of continuous improvement and professional growth. We believe that when our team members thrive, our customers receive exceptional service, and our company prospers—a philosophy we call the "Win-Win-Win" approach. By joining us as a Service Manager / Process Coach, you'll have the opportunity to:
- Lead and Inspire: Empower team members to reach their full potential through dedicated coaching and development, directly influencing their success and satisfaction.
- Drive Excellence: Play a pivotal role in upholding and enhancing our service standards, ensuring that we consistently exceed customer expectations.
- Grow Professionally: Engage in ongoing learning opportunities and stay at the forefront of industry best practices, including the renowned Nexstar Network.
- Make an Impact: Contribute to a company that values integrity, quality, and community, making a tangible difference in the lives of our customers and team members.
Company Overview:
Expert Wire Inc. has been a trusted provider of reliable and safe electrical solutions for homeowners in Ocean View and the surrounding areas since 2003. Our mission is to deliver outstanding electrical services while ensuring customer happiness and safety. We pride ourselves on empowering families by providing the electrical solutions they need to keep their homes safe and performing at their best.
Job Summary:
We are seeking a dedicated and experienced Service Manager / Process Coach to join our team. The ideal candidate will be responsible for training, coaching, and developing team members, ensuring consistent application of our service system, and fostering a supportive environment that promotes employee retention.
Key Responsibilities:
- Training and Development: Conduct weekly one-on-one sessions with team members to assess performance, provide constructive feedback, and identify opportunities for growth.
- Field Coaching: Participate in regular ride-alongs with team members to observe service delivery, offer immediate feedback, and model best practices in customer engagement and service execution.
- Team Retention: Implement strategies to enhance job satisfaction and employee engagement, addressing concerns promptly and fostering a positive work environment that encourages long-term commitment.
- Service System Training: Facilitate weekly 30-minute training sessions focused on our service system, ensuring all team members are proficient and up-to-date with current procedures and standards.
- Performance Monitoring: Track and analyze performance metrics to identify trends, celebrate successes, and address areas needing improvement.
- Collaborative Planning: Work closely with management to develop and refine training materials, coaching strategies, and service protocols that align with company objectives and industry best practices.
Qualifications:
- Proven experience in a coaching or managerial role within a service-oriented industry.
- Strong interpersonal and communication skills, with the ability to motivate and inspire team members.
- Demonstrated ability to conduct effective training sessions and provide constructive feedback.
- Experience in implementing retention strategies and fostering a positive team culture.
- Proficiency in analyzing performance data and translating insights into actionable plans.
- Commitment to continuous learning and staying abreast of industry trends and best practices.
Preferred Qualifications:
- Certification or formal training in coaching methodologies.
- Familiarity with the Nexstar Network Service System, a comprehensive approach to delivering exceptional customer service and operational excellence.
- Experience in the electrical services industry.
Benefits:
- Competitive salary
- Bonus Program
- Health insurance
- Company Matched 401K
- 4.6 Weeks PTO including 3 weeks of vacation.
- Professional development opportunities
- Unique perks specific to Expert Wire Inc.
Application Process:
Interested candidates are invited to submit a resume and cover letter detailing their relevant experience and explaining why they are a good fit for this role. Applications should be submitted using our online application form.
Expert Wire Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Note: This job description is intended to provide a general overview of the position and does not encompass all tasks and responsibilities. Duties may evolve based on the needs of the company.
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