Now Hiring - Assistant Branch Manager/Account Manager in Littleton, MA

As an Assistant Branch Manager, you will work closely with the Branch Manager to ensure efficient and effective operations of our snow & landscape operations management department. You will ensure that the best interests of both the customer and JC Grounds are represented throughout all interactions and service delivery. Your role will involve building and maintaining strong relationships with both internal & external, overseeing pre-season site assessments & readiness, assisting in the training of operational staff, managing customer billing, conducting quality control inspections, and providing sales and renewal support during the off-season. Your expertise and dedication to customer satisfaction will be vital in ensuring the successful delivery of our snow/landscape services.

Essential Functions:

Customer Relations

o Maintain strong relationships with clients by providing exceptional customer service. Address customer inquiries, concerns, and complaints promptly and professionally. Strive to exceed customer expectations and maintain a high level of client satisfaction.

o Manage customer relations for a portfolio of 50 - 150 acres, ensuring timely and effective communication before, during, and after snowstorms.

o Act as the primary point of contact for clients, addressing their inquiries, concerns, and requests promptly and professionally.

o Provide regular updates to clients regarding snow/landscape services, schedules, and project progress.

o Maintain a strong customer service focus, ensuring client satisfaction and fostering long-term relationships.

Pre-Season Site Assessments

o Conduct thorough site assessments before the snow season, including mapping, documentation of site conditions, and customer interactions.

o Collaborate with clients to understand their specific needs and expectations for snow/landscape services.

o Identify potential challenges or obstacles and develop effective strategies to address them.

o Prepare detailed reports and recommendations based on site assessments to ensure optimal service delivery.

o Provide information about our services, conduct site visits, and assess customer needs. Maintain a strong customer service focus, ensuring client satisfaction and fostering long-term relationships.

Pre-Season Site Assessments & Readiness

o Conduct regular safety inspections and risk assessments of job sites. Implement safety protocols and ensure compliance with all safety regulations and standards.

o Collaborate with the team to ensure all job sites are adequately prepared for snow operations.

o Identify potential challenges or obstacles and develop effective strategies to address them.

o Assist in coordinating the procurement process, including obtaining quotes, negotiating prices, and placing orders for equipment, materials, and supplies.

Operational Preparedness & Execution

o Assist the Branch Manager in overseeing snow operations, including planning, organizing, and executing snow removal activities. Coordinate snowplowing and de-icing operations to ensure timely completion and client satisfaction.

o Collaborate with the Branch Manager to recruit and onboard new team members. Conduct interviews, review applications, and make recommendations for hiring decisions. Assist in training new hires.

o Assist in managing inventory levels of snow removal equipment, materials, and supplies. Coordinate with suppliers to ensure timely procurement and availability of necessary resources.

o Utilize industry-specific software to manage and track snow operations, including job scheduling, resource allocation, and performance tracking. Ensure accurate and up-to-date data entry.

o Work with Operations Admin team to ensure time sheets are completed and approved in a timely manner.

o Coordinate post-storm activities, including snow removal, cleanup, and restoration. Ensure all job sites are restored to their pre-storm condition in a timely manner.

o Oversee ice watch shifts and ensure proper staffing and scheduling to address potential icy conditions. Monitor and communicate real-time updates to the team for prompt response.

o Foster a positive and inclusive learning environment that promotes professional development and team cohesion.

Operational Staff Training

o Assist in training new operational staff members on snow/landscape service protocols, safety procedures, and customer interaction guidelines.

o Provide guidance and support to ensure new team members are equipped to meet the company's standards and exceed client expectations.

o Assist in coordinating and executing preseason and in-season training for all winter staff with specific focus on safety, quality & efficiency.

Quality Control

o Conduct regular on-site inspections to assess the quality of snow/landscape services delivered.

o Identify and document any snow damage, safety hazards, or areas for improvement.

o Collaborate with operational teams to address and rectify any issues promptly.

Post/Off-Season Responsibilities

o Assist in and coordinate the timely return of materials and equipment at the end of the snow season.

o Manage and assist with post season snow damage repair.

o Support Branch Landscape Operations.

o Other duties and tasks as assigned.

Requirements:

o Previous experience in snow operations management or a related field is highly preferred.

o Excellent customer service skills with a focus on client satisfaction.

o Strong organizational and time management abilities.

o Proficiency in industry-specific software and computer applications, including MS Office.

o Knowledge of job site safety regulations and practices.

o Ability to analyze and solve problems quickly and efficiently.

o Exceptional communication and interpersonal skills.

o Ability to work independently and as part of a team in a fast-paced and dynamic environment.

o Available to work nights, weekends, and holidays as weather dictates.

o Valid driver's license and reliable transportation.

Work Environment:

This position will be both office and field based.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is very active and requires standing, walking, bending, kneeling, and working extended hours. The employee must safely enter and exit equipment. The employee must frequently lift and/or move items over 50 pounds.