What are the responsibilities and job description for the Account Manager ( Maryland & Southern PA) position at CHAMPION CLEANING SERVICES OF NJ LLC?
Essential Functions :
Conducting regular site visits and customer satisfaction surveys via Company's designated survey tool.
Survey's should be submitted real-time.
Providing and educating clients on Company's survey system.
Conducting regular site inspections via company's preferred system.
Inspection feedback must be completed real-time while onsite.
Monitoring site conditions and identify opportunities to offer additional support services that Champion and / or its affiliates can provide
Provide concierge client support by listening carefully to customer complaints and requests to identify areas where we can improve services; As well as collaborate with operations to support and create new offerings to increase company revenues
Update operations team on any client staff changes via EOD (End of Day) Report
Inventory Management in collaborations with warehouse / logistics associate and Operations Managers
Receiving client communications and requests and making sure all requests / complaints are addressed in a timely and satisfactory manner.
It is the responsibility of the Account Manager to ensure effective communication and follow up is conducted with the client.
Account Manager is to address as much as possible within their scope, provide feedback, what actions were performed, and any needed support needed from operations in an EOD report.
All urgent matters are to be addressed through the proper communication channels as designated by supervisor
Providing clients and customers with valuable knowledge and education on cleaning processes and procedures when appropriate, while avoiding the distribution of flawed or unsubstantiated information
Responding to any emergency-based calls or special requests from the clients during daytime / regular business hours, in accordance to policy and procedure.
This may include but not be limited to physically providing maintenance and janitorial services.
Colloberating betwen operations to support evening cleaning staff has the knowledge and tools necessary to satisfactorily service the clients through the leverage of operational management and supervisory staff
Maintaining an accurate site access inventory and record (keys) Other Functions :
Attends all required training, in-services, and staff meetings
Participates in company marketing campaigns
Strives to maintain a safe working environment for the prevention of accidents, the preservation of equipment, and the achievement of safe working practices and by practicing proper infection control measures while in health centers
Maintain a positive, professional demeanor towards co-workers, professional partners, and clients
Professionally represents organization as a brand ambassador
Adheres, subscribes, and represents company culture standards
Adheres to all policies and procedures of organizations
Define, develop, and execute a personal growth and professional development plan
Performs other duties as assigned Minimum requirements :
Minimum of two years field customer service experience (i.e.
account management)
Ability to explain moderately complex information clearly to enhance customer understanding
Excellent interpersonal, communication, decision making, and facilitation skills
Ability to work independently and under pressure in a complex and changing environment
Ability to multitask and prioritize
Proficient in computer skills, ability to learn and become proficient with new software
Experience in environmental, procurement, facilities management, property management, or biomed is a plus Viable Final Products (VFPs) :
25 thorough site inspection assessments completed per week
25 customer feedback surveys personally completed per week by Account Manager
Minimum of 1 monthly on-site visit with every location we service
Daily, EOD (End of Day) report Physical Requirements Standing ( over 2 / 3), walking (over 1 / 2), using hands to finger, handle or feel (over 2 / 3), reach with hands and arms (over 2 / 3), climb and balance (under 2 / 3), stoop, kneel (under 2 / 3), talk or hear (over 3 / 4), taste or smell (under 1 / 3), Lift up to 10 pounds (3 / 4), Up to 25 pounds (under 1 / 2), Up to 50 pounds (under 1 / 4)
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