Route Service Representative – More than Just the Drive

CITY’s century-old legacy comes from our greatest assets: Our People.

One value that CITY stands proudly behind is finding the right people to take care of our customers.

Here is a distinct reason why the people delivering CITY’s services aren’t just called drivers. They are Route Service Representatives [RSRs] because driving is merely one of the many responsibilities of the position.

“As a Route Service Representative, you are directly responsible for CITY’s success.” – Ken Schnor, Director of Service

“Driving is a small and often the easiest part of the job,” Ken Schnor, CITY’s Director of Service said. “Once you get to the account, it’s not just about unloading and loading, it becomes sales and service all in one.”

Before becoming Director of Service, Ken was an RSR himself. For over a decade he serviced CITY’s Route 19 and continues many relationships he built while being an RSR. To this day, he describes his early days as an apprentice and later on as an RSR as some of the most formative years of his career, truly making him understand what it means to provide great service.

“As a Route Service Representative, you learn how to deal with problems, and you learn how to solve them. I think one of the biggest opportunities I’ve had was starting at the ground level. It teaches you service and how CITY sets itself apart from the competition.”

An important part of CITY’s commitment to our customers is service that’s executed with diligence and immediacy. Because we want to be the region’s most responsive launderer, our staff needs to represent those values. For the customer, it starts with the face they see every day. As a Route Service Representative, you might have some miles to drive with a larger vehicle but your job truly starts when you are no longer behind the wheel.

Our customers know they can trust CITY’s RSRs to solve problems for them and make sure they have what they need so they can focus on their business. Our RSRs make sure customers are fully stocked with the supplies they need, they watch for the increase and decrease use, they add or subtract new uniform wearers, they pitch new rental services and direct sales, all while building and maintaining a trusted relationship with CITY’s customers.

“They are the liaison between CITY and the customer and they are a crucial part of CITY’s renewed accounts, growth and success,” Ken said. “I know first-hand that we have several customers who renew a CITY agreement because of the trust they have with their Route Service Representative.”

At CITY, the distinction is clear. Route drivers work on a day-to-day basis. They take care of only what needs to happen that specific day.

CITY’s success does not come from our Route Service Representatives solely focused on today’s business. They focus on today’s job and what our customers could need in the future. It’s all about long-term, responsive partnerships with our customers that come from a unified effort between sales, office and production to provide them with service they can trust.

“As a Route Service Representative, you are directly responsible for CITY’s success,” Ken said. “You are the face of CITY and that’s why you are not just a driver.”