ServiceMaster has been a leader in home services businesses for nearly a century and was founded as one of America’s first franchise businesses. ServiceMaster does business under 5 brands that generate more than $2.5B in system-wide sales annually: ServiceMaster Restore, ServiceMaster Clean, Merry Maids, AmeriSpec, and Furniture Medic. Our franchises stand out for their incredible commitment to their customers. While each brand maintains a distinct identity, we share a commitment to our mission to make everyday heroes more heroic. From our franchisee experience to career development to our community, our values – We Serve, We Care, We Deliver – guide us.

At ServiceMaster, we strive to create a culture that is caring, agile and innovative. We are owners and creators working together to build a company that seeks to find a better way forward and embraces learning from our mistakes. We want to give our employees a comfortable and safe space to work, creating an experience that: inspires creativity, invites celebration and promotes collaboration across teams.

Roark Capital Group acquired ServiceMaster Brands in October 2020. Roark is an Atlanta‐based private equity firm with $20 billion in assets under management. Roark focuses on investments in consumer and business service companies, with a specialization in franchised and multi‐location business models in the restaurant, specialty retail, consumer and business services, and health, wellness and beauty sectors. Roark prides itself on being a trusted partner for management and business owners. ServiceMaster Brands is Roark’s first foray into the home services business, a space that represents attractive long-term growth and an opportunity to increase focus on consumer needs.

Our Opportunity:

Manages and maintains national account client relationships at the highest level within the client’s organization. Serves as the central communication and contact hub for the client, company and service department, as well as assisting sales management and teams in identifying and executing growth strategies/opportunities.

Job Responsibilities

• Dispatch new losses or follow up on dispatched new losses and work with the client and responding franchise until completion of the project / client satisfaction. Ensure responding franchise or company understands all account guidelines, pricing, billing format, and time restraints for each particular account.
• The ability to resolve and negotiate quality and service issues with vendors.
• Effectively leads the day to day management of all customer interaction and service with successful outcomes delivering against (Cost, Quality, and Speed) resolution metrics.
• Drive world class customer service. Clear, concise, timely, consistent communication to management and customers (e.g. issue requestor, clients, senior level leadership, etc.). This includes updates and resolution status to appropriate parties. Be utilized as an expert resource in relation to these systems and coach, guide and counsel on issues related to it.
• Project management capabilities including ability to organize and prioritize site specific issues. Ability to shift priorities based on business needs while still meeting expectations.
• Strong ability to track and document files and vendor portals on a daily basis.
• Analyze data and contracts, gather evidence/facts, determine root cause, engage appropriate partners and apply critical thinking skills to make decisions driving the best possible outcomes. Develop strategies and execution plans to drive operational efficiencies.
• Ability to negotiate with multiple constituencies including vendors, franchises, multiple levels of retail management and corporate partners.
• Be resource to the franchise network. Assist with writing scopes, how to properly mitigate a commercial loss, documentation, and daily reporting.
• Track and manage vendor invoices, work orders, and requests.
• Submit billing packages to clients on behalf of SRM, upload proper documentation to appropriate accounts channels and portals.
• Navigate estimate/invoice submission platforms required of SM franchise network.
• Efficiently and accurately audit franchise billing documentation to ensure final invoices are supported with proper backup and is justified according to the scope of work.
• Ability to audit SRM, SM, and vendor invoices. Negotiate settlements and reach fair agreements.
• Help educate/train SM franchises on invoicing issues. Be a resource to help improve the invoicing process for the network.
• Maintain current account receivables. Follow up on outstanding payments with clients and/or involved parties.
• The ability to resolve and negotiate invoicing disputes with vendors and franchises.
• Work in unison with Project Management team to ensure efficient and accurate transition from projects in progress to the review process.
• Maintain vendor portals to ensure all documentation and renewals are kept up to date and are accurate.
• Maintain National Account checklists to ensure all SLA’s and account requirements are captured and are updated as needed.
• Provide regular loss reporting to national clients via file reporting portals.

Education and/or Experience

• Sense of urgency, professional appearance and demeanor, positive attitude, and strong work ethic.
• Some travel may be required (CAT events, Large Projects, or Hurricane events)
• Position requires On-Call status to follow up on dispatched losses when necessary.
• Proficient with Microsoft Office programs (Access, Excel, and Word).
• Proficient with restoration industry programs (Restore 365, Xactanalysis, Xactimate), or equivalent.
• Time and Material estimating programs.
• Willing to work nights and weekends when necessary or requested.
• Ability to travel periodically without restriction.
• Understanding of Hazardous materials, including asbestos, lead paint, mold and IICRC
• Unsanitary water categories 2, 3, and Special Situations strongly preferred.
• Communications skills, both written and oral.
• Time management skills; Organizational skills.
• Ability to execute job functions with minimal supervision.
• Customer service experience.

This position is 100% remote and we are hiring in the following states: Georgia, Florida, Mississippi, Tennessee, North Carolina, South Carolina, Alabama, Arkansas, Idaho, Michigan, Indiana, Iowa, Kansas, Kentucky, Louisiana, Minnesota, Missouri, Montana, Nebraska, New Mexico, Oklahoma, Texas, Utah, Wisconsin, West Virginia, and Arizona

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.