Job Posting: Route Manager
Company: Spartan Pool and Patio
Location: 1400 24th Ave SW Norman, OK
Reports To: Maintenance Manager
Summary:
The Route Manager is responsible for leading a team of 3-5 route technicians and overseeing service for an average customer base of 200-350 pool accounts. This role ensures high-quality customer service, effective team management, and smooth day-to-day operations. The Route Manager acts as the primary point of contact for customers, resolving issues and troubleshooting pool service problems as they arise. This position may be subject to cleaning a light route.
Key Responsibilities:
Team Leadership:
Supervise, mentor, and support four route technicians, ensuring they deliver exceptional service.
Conduct regular check-ins and performance reviews and provide constructive feedback to technicians.
Assist in onboarding and training new technicians to uphold company standards.
Plan and optimize technician routes to ensure efficient coverage and timely service.
Foster a positive and collaborative work environment that promotes accountability and teamwork.
Customer Service:
Serve as the primary point of contact for all customer inquiries, concerns, and service issues.
Route managers will be trained on looking for/ recommending other services: joint sealant, coping sealer, remodels, equipment upgrades etc.
Address and resolve customer complaints promptly and professionally to ensure satisfaction.
Conduct periodic customer follow-ups to maintain strong relationships and gather feedback on service quality.
Educate customers on pool care best practices and company service offerings as needed.
Operational Oversight:
Ensure all pools are serviced on schedule and meet company quality standards.
Handle escalated troubleshooting for pool equipment, water chemistry, and maintenance issues.
Conduct periodic quality control checks on technicians’ work to ensure adherence to company protocols.
Coordinate with the Inventory Manager and Service Department to resolve equipment and supply-related issues.
Reporting and Communication:
Prepare and submit weekly or monthly reports to the Maintenance Manager.
Track technician productivity and identify areas for improvement.
Maintain accurate customer records, including service notes, equipment details, and communication history.
Communicate effectively with both technicians and customers, ensuring transparency and clarity.
Qualifications:
Proven experience in pool maintenance, route management, or a related field.
Strong leadership skills with the ability to motivate and guide a team.
Excellent customer service and problem-solving abilities.
Basic knowledge of pool equipment, water chemistry, and troubleshooting techniques.
Strong organizational skills and attention to detail.
Proficiency with scheduling software, CRM tools, and basic computer applications.
Key Performance Indicators (KPIs):
Customer satisfaction score (e.g., feedback surveys and complaint resolution).
Optimization/ implementation of cost-saving measures.
Technician performance and adherence to route schedules.
Overall service quality and adherence to company standards.
Retention rate of customers and employees.
Work Environment & Physical Requirements:
Field-based role requiring travel to customer sites and occasional office work.
Ability to lift, carry, and move equipment up to 50 lbs as needed.
Flexible working hours to accommodate customer needs or urgent issues.
This role is critical in maintaining the company’s reputation for excellence in pool services and ensuring a seamless customer experience. The Route Manager will have the opportunity to make a significant impact by leading a team and fostering customer trust through exceptional service delivery.