Customer Service Manager, Linen

Compass Group USA; Houston (TX); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Life Insurance/ AD

Job summary

Crothall Healthcare, a Compass Group USA company, is seeking a Customer Service Manager for Memorial Hermann Linen Services in Houston, TX. You will work closely with hospital stakeholders to ensure linen management, inventory control, and high customer satisfaction.

Responsibilities include serving as the liaison between laundry operations and client facilities, visiting sites to monitor linen usage, generating reports, and supporting process improvements while maintaining monthly performance

Qualifications

• Experience in customer service management in healthcare is preferred.
• Ability to monitor linen supply levels and generate reports.
• Willingness to visit client sites to support service delivery.
• Must have a valid driver’s license and auto insurance.
• Strong communication and problem-solving skills.

Responsibilities

• Serve as liaison between laundry operations and client facilities.
• Frequently visit customers to monitor linen usage and supply levels.
• Educate customers on linen usage and reporting processes.
• Provide current and historical data for customer needs.
• Establish benchmarks and develop action plans to meet goals.
• Maintain monthly reports and analytics.
• Possess a valid driver’s license and access to a vehicle.

Skills

Customer service

Account management

Communication

Linen management

Data reporting

Tools

Driver's license

Auto insurance

Job description

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Crothall Healthcare, a Compass Healthcare company, provides specialized, high-quality, innovative, and responsive support services exclusively to the healthcare industry. Crothall serves many of the Top 100 Hospitals throughout its over 900 hospital partners across 46 states. Crothall has been recognized as one of Modern Healthcare’s Best Places to Work and Best Places to Work in Pennsylvania since 2013. Crothall has more than 32,000 team members, with core services include: Environmental Services, Patient Transportation, Patient Observation, Healthcare Facilities Management, Sterile Processing Services, and Ambulatory EVS. Learn more at www.Crothall.com.

Salary: $65,000 - $70,000 / year Other Forms of Compensation:Annual Bonus

Job Summary

The Customer Service Manager works meticulously with all assigned accounts to ensure a high degree of customer satisfaction with all Memorial Hermann Linen Services and ensure that the customer maintains proper linen management, linen usage, and inventory control. The following essential duties and responsibilities demand an elevated level of personal accountability, as the Customer Service Manager expected to exercise independent judgment and discretion to get the highest customer results and to set his/her own daily schedule to accomplish those results.

Essential Duties and Responsibilities:

• Serves as the key liaison between the laundry services operation and internal/external facility stakeholders, ensuring that service delivery aligns with client expectations.
  • Frequently visit customers and monitor linen supply levels, linen cart usage, and maintain current contact information for the facility.
  • Educate customers about proper linen and cart usage, and aid with linen usage reports, linen awareness days, linen committees, end-user quality/service concerns.
  • Provide current & historical data for customer needs.
  • Establish appropriate benchmark numbers for each customer and develop an action plan to meet goals.
  • Maintain Monthly Reports.
  • Possessing a valid driver’s license, proof of car insurance, and a dependable vehicle.
• Assure customer satisfaction with all aspects of Memorial Hermann Laundry service. This includes, if applicable, general linen rental, sterile surgical packs, linen management services, etc.
  • Establish and maintain positive working relationships throughout the customer’s organization including the linen department, environmental services, materials management, CS or SPD, surgery, administration, nursing, finance, infection control, ancillary departments, etc.
  • Ensure each customer is following the established linen order process, linen distribution process, using Memorial Hermann Laundry linen in an appropriate manner, returning used products to Memorial Hermann Laundry in a timely manner, and controlling and reducing the loss of Memorial Hermann Laundry linen.
  • Conduct linen satisfaction surveys regarding linen quality and quantity. Additionally, conduct surveys for linen loss, waste, and misuse to establish a base for additional training in Linen Utilization. Offers innovative ideas and best practices to customers.
• Communicate with customer representatives, as well as Memorial Hermann Laundry staff:
  • Develop a liaison relationship to effectively communicate between Memorial Hermann Laundry’s profitability/capability and the customers’ needs/wants.
  • Keep management team informed of all problems and expedite solutions.
  • Function as an advocate to both customer and Memorial Hermann Laundry.
  • Work with all levels of staff, as necessary. Monitor, using outcome-based action plans, problem resolution. Report to Customer Experience Manager.
  • Communicate all relevant information verbally and written

Crothall is a member of Compass Group USA

Associates at Crothall are offered many fantastic benefits.

• Medical
• Vision
• Life Insurance/ AD
• 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
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.

Applications are accepted on an ongoing basis.

Crothall maintains a drug-free workplace.