Customer Service Manager, Linen
Required skills
- Customer Service Manager
- Linen Management
- Healthcare
- Client Relations
- Inventory Control
- Process Improvement
- Data Analysis
- Stakeholder Management
- Independent Judgment
- Valid Driver's License
Nice to have
- Annual Bonus
- Medical
- Dental
- Vision
- Life Insurance
- Disability Insurance
Role summary
The Customer Service Manager for Linen at Crothall Healthcare is responsible for ensuring high customer satisfaction with linen services at assigned accounts. This role involves meticulous management of linen usage, inventory control, and serving as the primary liaison between the laundry operation and healthcare facility stakeholders. The manager will educate customers on proper linen handling, analyze usage data, establish benchmarks, and develop action plans to meet goals. Key responsibilities include building positive relationships across various hospital departments, ensuring adherence to ordering and return processes, and conducting satisfaction surveys to identify areas for improvement and training. The role requires independent judgment and self-scheduling to achieve customer service objectives.
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.
o Frequently visit customers and monitor linen supply levels, linen cart usage, and maintain current contact information for the facility.
o Educate customers about proper linen and cart usage, and aid with linen usage reports, linen awareness days, linen committees, end-user quality/service concerns.
o Provide current & historical data for customer needs.
o Establish appropriate benchmark numbers for each customer and develop an action plan to meet goals.
o Maintain Monthly Reports.
o 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.
o 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.
o 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.
o 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:
o Develop a liaison relationship to effectively communicate between Memorial Hermann Laundry’s profitability/capability and the customers’ needs/wants.
o Keep management team informed of all problems and expedite solutions.
o Function as an advocate to both customer and Memorial Hermann Laundry.
o Work with all levels of staff, as necessary. Monitor, using outcome-based action plans, problem resolution. Report to Customer Experience Manager.
o Communicate all relevant information verbally and written
Apply to Crothall today!
Crothall is a member of Compass Group USA
Click here to Learn More about the Compass Story
Associates at Crothall are offered many fantastic benefits.
- Medical
- Dental
- 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
- Commuter Benefits
- Employee Assistance Program
- Flexible Spending Accounts (FSAs)
- Paid Parental Leave
- 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.
https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_Crothall.pdf
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.
Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/
Applications are accepted on an ongoing basis.
Crothall maintains a drug-free workplace.
Req ID: 1571120
Crothall Healthcare
TANEISHA JANEA HAMILTON
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