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!

What We Offer:

• Competitive and robust benefit packages
• Matching retirement program
• Paid time off
• Remote and hybrid work schedules (where appropriate)
• Mental healthcare and work-life resources

National Account Service Manager

Participates in the development and fulfillment of contract requirements or products or services. Evaluates contract compliance and advises others on contractual rights and obligations. Solves complex problems; takes a new perspective using existing solutions.

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.

What you'll bring:

• Bachelor’s degree or 4 years of experience in a related field required
• B2B customer service or account management experience preferred
• Knowledgeable of business products and services (e.g. water mitigation, estimate preparation, and uploading)
• Knowledgeable of insurance claims processes and procedures
• Analytical skills
• Written and verbal communication skills
• Customer service and compliance skills
• Ability to manage multiple projects
• Proficiency in Microsoft Applications (e.g. Excel, Word)

Work Location:

This role is 100% remote with 20% travel

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.