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MGR CUST RELATIONS & RETENTION in New York, NY at Terminix

Date Posted: 9/2/2020

Job Snapshot

Job Description



Position Overview

Manages all activities associated with customer retention and /or relations. May utilize contact center and/or customer service resources to investigate customer complaints and/or retain customers. Develops, implements, and communicates strategies for meeting goals. Monitors and ensures staffing and productivity levels as well as compliance with policies and procedures to ensure efficiency and professionalism. Prepares and manages budget. Controls contract costs as assigned.



Job Responsibilities

  • Manages all activities associated with customer retention and/or the resolution of escalated customer complaints regarding products or services.
  • May utilize contact center and/or customer service resources in order to investigate customer complaints and/or retain customers.
  • Develops, implements, and communicates strategies for meeting goals.
  • Monitors and ensures staffing and productivity levels as well as compliance with policies and procedures to ensure efficiency and professionalism.
  • Prepares and manages budget.
  • Controls contract costs as assigned.


Job Requirements

  • Bachelor’s degree and 5 years of customer service operations experience with 1 years of supervisory experience required, or an equivalent combination of education and experience.
  • Experience with customer relations and/or retention strongly preferred.
  • Supervisory management skills
  • Strategic thinking/planning
  • Communication skills
  • Organizational and project management skills


Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.


Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
  • Incumbent will be subject to:
  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.


Position Overview

Responsible for leading and managing the dynamics of cross-functional process improvement projects. Must be able to lead and motivate cross-functional teams to project completion with assistance from Master Black Belts on Six Sigma training, and project implementation.



Job Responsibilities

  • Drive process improvements and efficiencies across all accounting functions (including serving as liaison with Accounting Services) through automation, standardization, and process change related to accounting business processes while gaining appropriate executive/management level buy-in.
  • Provide value to and promote efficiencies in the overall business using technology and process reengineering.
  • Manage the automation of the close process/calendar across all BU’s through implementation of new tool.
  • Ensure timely, complete and accurate month end closing occurs including all routine and non-routine entries recorded by entire accounting organization.
  • Manage the automation of the balance sheet reconciliations through implementation of new tool, and reduce the number or reconciliations performed through centralization and process change.
  • Ensure compliance with/monitor new materiality thresholds across the organization.

Job Requirements

  • Bachelor’s degree in Accounting.
  • In depth knowledge of the IT discipline and related processes.
  • 7 years of relevant experience in General Accounting discipline and related processes.
  • MBA, CPA or other financial credential preferred but not required.
  • Knowledge and thorough understanding of GAAP Ability to identify opportunities and ways to drive process improvement in manual, decentralized and sometimes broken accounting processes.
  • Excellent oral and written communication skills with ability to interface with all levels of management.
  • Ability to communicate financial automation needs to IT stakeholders, and report back progress to finance stakeholders in a clear concise manner.
  • Ability to work with minimal supervision on multiple tasks, meeting business needs and deadlines.
  • Ability to manage and develop a high performing team that can successfully interface with senior organizational leaders
  • Detail oriented, highly motivated hands-on manager, proven ability and commitment to achieve goals with strong work ethic
  • Proven history of planning and effectively managing multiple projects concurrently


Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.

ServiceMaster is committed to Diversity and Inclusion.  We encourage diverse candidates to apply to this position.  Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.