MGR, CUSTOMER SVC II

About the Role

The Customer Service Manager at Crothall Healthcare, a Compass Healthcare company, works closely with assigned accounts to ensure high customer satisfaction with Memorial Hermann Linen Services. This role involves maintaining proper linen management, usage, and inventory control, and requires independent judgment and discretion to achieve the best customer results.

Responsibilities

• Serve as the key liaison between the laundry services operation and internal/external facility stakeholders, ensuring service delivery aligns with client expectations.
• Frequently visit customers to monitor linen supply levels, linen cart usage, and maintain current contact information.
• Educate customers on proper linen and cart usage, and assist with linen usage reports, linen awareness days, and linen committees.
• Provide current and historical data to meet customer needs.
• Establish benchmark numbers for each customer and develop action plans to meet goals.
• Maintain monthly reports.
• Ensure customer satisfaction with all aspects of Memorial Hermann Laundry service, including linen rental, sterile surgical packs, and linen management.
• Establish and maintain positive working relationships across the customer’s organization.
• Ensure customers follow established linen order and distribution processes, and control linen loss.
• Conduct linen satisfaction surveys and surveys for linen loss, waste, and misuse.
• Offer innovative ideas and best practices to customers.
• Communicate effectively between customer representatives and Memorial Hermann Laundry staff.
• Monitor problem resolution using outcome-based action plans.
• Report to the Customer Experience Manager and communicate relevant information verbally and in writing.

Requirements

• Possess a valid driver’s license, proof of car insurance, and a dependable vehicle.

Qualifications

Not explicitly stated, but the role requires skills in customer service, communication, problem-solving, and data analysis.

Benefits

• Medical
• Dental
• Vision
• Life Insurance/AD&D
• Disability Insurance
• Retirement Plan
• Flexible Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Pay

$65,000 - $70,000 annually, plus annual bonus.

Crothall Healthcare is a member of Compass Group USA. Learn more about the Compass Story and apply today!