What are the responsibilities and job description for the Sales/Service Manager position at G.R.O. Energy Solutions LLC?
Sales/Service Manager –
G.R.O. Energy Solutions
POSITION OVERVIEW
The Sales/Service Manager is responsible for the day-to-day operational flow of the office, ensuring exceptional customer experience, accurate documentation, quality standards, and consistent communication throughout the customer lifecycle. This role focuses heavily on organization, customer satisfaction, accountability, and process development, supporting field crews through strong administrative structure.
KEY RESPONSIBILITIES
Customer Experience & Service Coordination
- Oversee the full customer journey from intake to job completion, ensuring timely communication and follow-through.
- Monitor customer satisfaction throughout and after the job; ensure all questions, concerns, and service needs are addressed proactively.
- Handle escalated customer concerns with professionalism and empathy.
- Maintain a high standard of organization for customer information, paperwork, and service requests.
Office Operations & Process Management
- Manage the daily administrative workflow to keep projects moving smoothly.
- Build, refine, and maintain standardized processes:
* Job intake, Scheduling, Documentation, Job close-out, Quality control checklists, Customer follow-up procedures
- Evaluate current systems and streamline them for efficiency and consistency.
- Ensure all files, notes, and work orders are complete and organized before they reach the field teams.
- Maintain communication with vendors, suppliers, and subcontractors when needed.
Scheduling & Communication
- Create and maintain the daily and weekly job schedule for field teams.
- Serve as a communication bridge between customers, office staff, and field crews.
- Provide crews with accurate job packets, notes, photos, materials lists, and any special instructions.
- Track job progress from the office and adjust the schedule if timing, materials, or staffing changes.
- Ensure customers receive reminders, updates, and final confirmations in a timely manner.
Quality Assurance & Documentation
- Review all job documentation for completeness and accuracy.
- Monitor rework and service-call trends; identify root causes and implement process improvements.
- Develop and enforce quality control systems for all weatherization services offered.
Team Support & Accountability
- Assist with onboarding and training new employees on internal processes, documentation expectations, and customer-service standards.
- Provide daily guidance to team members regarding schedule updates, priority tasks, or customer escalations.
- Hold staff accountable for meeting communication, documentation, and quality expectations.
- Help create a positive, organized, and structured work culture.
Reporting & KPI Tracking
- Track key performance indicators such as customer satisfaction scores, job completion efficiency, rework rate, response time to service calls, and estimate follow-up success.
REQUIRED QUALIFICATIONS
- Minimum of 3 years’ experience in office management, customer service management, or operational coordination and has been in a supervisor role.
- Experience in a construction, trade, or home services company preferred.
- Excellent communication skills—professional, clear, and friendly.
- Proficient with digital tools, CRM systems, email, and scheduling software.
PREFERRED SKILLS
- Knowledge of insulation, HVAC, or energy-efficiency services.
- Experience creating and refining workflows or SOPs.
- Ability to analyze data and make process improvements.
- Familiarity with quality assurance systems or customer success operations.
WORK ENVIRONMENT & SCHEDULE
- Primarily office-based with occasional short visits to job sites as needed.
- Monday–Friday schedule with standard business hours; Salary Position
- Fast-paced, detail-oriented environment requiring frequent coordination.
COMPENSATION & BENEFITS
- Salary rate based on experience.
- Performance bonuses tied to customer satisfaction and operational efficiency.
- Health Insurance
- Employer Match for Retirement.
- PTO and paid holidays.
- Training and professional development opportunities.
SUMMARY
This position is ideal for someone who excels at structure, communication, and consistent customer service. The Sales/Service Manager ensures every job runs smoothly, customers stay informed and satisfied, and the team has the support and organization they need to deliver quality work.
Pay: $55,000.00 - $80,000.00 per year
Benefits:
- Health insurance
- Paid time off
Experience:
- Supervisor: 3 years (Required)
- Management: 3 years (Required)
- Customer service: 3 years (Required)
Work Location: In person
Salary : $55,000 - $80,000