Service Operations Assistant Jobs in Worcester, MA

As the Assistant Snow Operations Manager, you will collaborate closely with the Branch Manager to oversee the efficient and effective delivery of snow and ice management services. In this pivotal role, you will ensure that the interests of both our clients and JC Grounds are upheld in all service interactions and operational activities.

Your responsibilities will include building and maintaining strong relationships with internal teams and external clients, conducting pre-season site assessments, managing in-storm operations, and overseeing staff training to ensure safety, quality, and efficiency. You will play a key role in operational planning, post-storm site restoration, and customer billing, while ensuring consistent quality through on-site inspections. Additionally, during the off-season, you will assist in sales support, contract renewals, and post-season damage repairs.

This position demands exceptional customer service skills, organizational expertise, and the ability to thrive in a fast-paced, dynamic environment. Your leadership and commitment to operational excellence will be critical in ensuring the satisfaction of our clients and the continued success of our snow and ice services.

Essential Functions:

o   Work with the Branch Manager to oversee all aspects of snow operations including planning, organizing, and executing an effective winter weather management plan. Ensure timely completion of in-storm services, post-storm activities, and communication with clients.

o   Lead the recruitment efforts for Service Partners and seasonal employees based on sales forecasts and operational needs. Develop and execute targeted strategies to attract qualified candidates, conduct interviews, evaluate applications, and make informed hiring decisions to ensure sufficient staffing for upcoming seasons.

o   Build and maintain strong relationships with service partners and seasonal employees by maintaining effect communication throughout the year. Address inquiries, concerns, and complaints promptly and professionally by leaning on our core values.

o   Assist in managing inventory levels of snow removal equipment, materials, and supplies. Coordinate with suppliers to ensure timely procurement and availability of necessary resources.

o   Work with the Operations Admin team and utilize industry-specific software to track snow operations, service documentation, accurate timekeeping, and efficiency.

o   Develop, monitor, and manage ice watch shifts to ensure proper staffing and timing to effectively respond to potentially hazardous conditions and communicate real-time updates to the team.

o   Foster a positive and inclusive learning environment that promotes professional development and team cohesion.

o   Assist in training and supporting new operational staff on snow and ice service processes, safety procedures, and customer interaction standards. Help coordinate and execute pre-season and in-season training, ensuring all team members are equipped to meet company standards, prioritize safety, and deliver high-quality, efficient service.

o  Conduct regular on-site inspections to assess the quality of snow and ice services, identifying and documenting any snow damage, safety hazards, or areas for improvement, and collaborate with operational teams to promptly address and resolve any issues.

o   Manage and assist with post season snow damage repair.

o   Other duties and tasks as assigned.

Requirements:

o   Previous experience in snow operations management is required.

o   Excellent customer service skills with a focus on client satisfaction.

o   Strong organizational and time management abilities.

o   Proficiency in industry-specific equipment, software, and computer applications, including MS Office.

o   Knowledge of job site safety regulations and best practices.

o   Ability to analyze and solve problems quickly and efficiently.

o   Exceptional communication and interpersonal skills.

o   Ability to work independently and as part of a team in a fast-paced and dynamic environment.

o   Available to work nights, weekends, and holidays as weather dictates.

o   Valid driver's license.

Benefits

• Company Vehicle
• Company bonus
• 401(k) with company match
• Dental insurance
• Health insurance
• Vision insurance
• Paid time off
• Tuition Reimbursement
• Referral program

Work Environment:

This position will be both office and field based. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is very active and requires standing, walking, bending, kneeling, and working extended hours.  The employee must safely enter and exit equipment. The employee must frequently lift and/or move items over 50 pounds. 

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.