Operations Business Consultant

Job Description

Job Description

POSITION SCOPE : Operating within the guidelines of normal Master Policies and Procedures, the Operations Business Consultant is responsible for overseeing the accounts as it relates to the Regional Franchise Development Owner.

The Operations Business Consultant inspects accounts, engages in proactive visits of accounts, coordinates site visits and new accounts orientation, resolves customer complaints, develops, conducts training classes for CBO and maintains the network of CBO.

ESSENTIAL DUTIES :

Represents the Jan-Pro brand with vigor and enthusiasm

Inspects accounts at the rate of once per month on accounts valued at more than $700 and once per quarter on accounts value at less than $700

Accompanies CBO and Operations Representative in proactive site visits

Calls new accounts within 24 hours of receiving notice of new customer

Meets with new contacts to establish relationship

Performs initial assessment via walk-through of new potential CBO

Sets up new accounts and provide assistance in the new accounts process

Provides on-site training for new CBO and complete new CBO paperwork

Identifies Special Service work opportunities for CBO

Reviews customer needs for consumable supply needs

Resolves customer complaints as necessary

Assists the Regional Franchise Development Owner in preparation and delivery of the Initial CBO training and growing their business

Transfers customers between owners if requested and documents these requests and transfers

Informs all owners of transfers and assists in the transfer process through walk-throughs and information exchange

Attempts resolution of customer complaints

Recommends solutions for Owners in situations where customers are considering cancelling accounts

PREREQUISITE KNOWLEDGE, SKILLS, AND EDUCATION :

Minimum of 2 years in customer service experience

Ability to speak and write in Spanish is an advantage.

Demonstrated ability to manage large teams of people in organized structure.

Excellent written and verbal English communication skills.

Proficient in MS Office programs (Word, Power Point, Excel, and Outlook) and Internet operations.

Strong presentation skills.

Professional speaking voice and demeanor.

Ability to work highly sensitive information and work in a confidential environment.

PHYSICAL AND MENTAL REQUIREMENTS :

Ability to function in high-pressure situations

Manual dexterity to operate a computer (desk-top and lap-top) and other electronic equipment

Ability to take legible hand-written notes where necessary

Correctable vision and hearing

Excellent interpersonal skills

Clear, easy to understand oral communication ability

This job description is not intended to be all-inclusive and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required.

The Company reserves the right to revise or change duties as the need arises. This job description does not constitute a written or implied contract of employment.