Residential Maintenance Account Manager

Position Summary :

The Account Manager will serve as the primary contact for clients, ensuring that G&G has a sustained, long-term, loyal relationship. This individual achieves client satisfaction with our work; and fully leverages our relationships to benefit the clients and G&G. Responsible for the management of a client portfolio of multiple clients, focused on maximizing revenue growth and client retention.

Account Manager will approach all essential duties with the company’s four core values in mind.

QUALTY

EXCEED EXPECTATIONS

LONG TERM RELATIONSHIPS

SOLOS LOS MEJORES

Essential Duties & Responsibilities :

Client Service :

Adhere to G&G’s Communication Promise

o If the client contacts us BEFORE 5 : 00pm we will respond by end of day

o If the client contacts us AFTER 5 : 00pm we will respond by 10 : 00 am the NEXT day

Develop and maintain long-term, loyal client relationships, which lead to 100% renewals of each account, within the customer portfolio.

Develop and maintain a “site walk through / inspection” schedule and formal meetings with customers that ensure high quality and service expectations are met.

Proactively present site enhancement ideas to existing customers.

Lead and facilitate the resolution of customer problems or concerns. Proactively assist in resolving issues with customer service when needed.

Focus on developing personal relationships with customers.

Effectively monitor irrigation systems, identify problems or necessary repairs, and communicate recommendations to the appropriate party

Effectively monitor plant and turf grass vigor and identify insect or disease problems

Manage all activities involving landscape maintenance services, including the coordination of all materials, people, equipment and subcontractors required to produce a quality job

Perform hands on work with crews as needed to meet work and scheduling demands

Sales Responsibility :

Responsible for maximizing enhancement opportunities and achieving enhancement sales that meet company goals.

Identify areas of opportunity to increase account growth and drive revenue.

Earn new work through referrals from existing customer base.

Responsible for accurate estimates and takeoffs as needed.

Sell and maintain acceptable gross margins for contract and enhancements that meet company budgets.

Production Communication :

Participate in division team meetings and assist Production Manager on overall leadership of the Division.

Communicate regularly with Divisions production personnel to ensure customer needs and expectations are being met and exceeded.

Develop strong relationships with production personnel to ensure that customer service and production teams are coordinated on serving customers.

Coordinate site visits with production team to assure that consistent and timely site visits occur.

Employee and Safety Management :

Understand new hire paperwork process and ensure accurate completion of all required items

Communicate with, counsel, train, discipline, develop, and review employees

Provide hands on training and support of crew personnel in areas such as proper operation of equipment, pruning techniques, safety, and quality standards

Prepare crews’ daily schedules, providing direction and goals to be accomplished, and emphasizing quality and efficiency of operations

Monitor safety record of crews and minimize accidents to personnel and equipment.

Keep emergency contact information up to date and available

Ensure crews are appropriately attired and groomed

Administrative / other :

Participate in end of month closing process.

Complete all required paperwork in the sales , payroll and scheduling process (sales reporting, estimates, contracts, employee hours, etc).

Accounts Receivable (maintain satisfactory A / R levels (

Order materials needed for job and monitor costs and deliveries

Request purchase order prior to purchasing and use in accordance with company guidelines

Responsible for proper upkeep and maintenance, storage, use, and training required for company equipment

Implement and enforce policies and procedures as issued by management

Ensure vehicle cleanliness

Perform minor equipment repairs such as pull cord replacement, spark plug replacement, belt repair, and tension adjustments

Other tasks and duties, as assigned.

Qualification Requirements :

Knowledge, Skills & Abilities :

Complete knowledge of division office functions, geographic responsibilities and customer assignments.

Ability to generate customer solutions and proposals that are on point, creative, and that stay consistent with the brand image of the company.

Excellent communication skills, both written and verbal.

Ability to network with and facilitate the networking of large groups of company personnel with industry and trade contacts within the marketplace.

Working knowledge of computer software (LMN and Microsoft Office), computer hardware and computer servers.

Proficiency in or knowledge of using a variety of computer software applications, to include Microsoft Excel, Word, PowerPoint and Outlook.

Key Processes :

Proficient at maintenance estimating.

Proficient at enhancement pricing.

Customer site inspection planning and tracking – quality plans and diligent at tracking activity.

Education and / or Experience :

Minimum of 5 years of prior customer service, management and leadership experience within the organization, and the industry and local marketplace.

Minimum education of a two or four year degree in a business related field or equivalent experience

required.

Core Competencies :

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of the position :

Acts with Integrity

The individual demonstrates sound work ethics and acts in a way that causes others to trust. Builds trust with others through own authenticity and follow-through on commitments.

Adaptability

The individual adapts to change in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.

Client Relations

The individual demonstrates a professional sales approach and on-going communications with clients. Presents a professional image to all prospects and clients. Writes letters and proposals that are clear and concise. Communicates effectively with clients during presentations, site visits, phone calls, and other oral communications, utilizing necessary information to accomplish objectives. Maintains up-to-date promotional materials. Keeps in touch with clients regularly and is responsive to their interpersonal and business needs. Demonstrates ability to listen effectively.

Communication

The individual effectively conveys work results and concepts; shares ideas with others; expresses oneself clearly, both verbally and in writing.

Coordinate / Team Building

The individual negotiates and cooperates with others to accomplish optimal utilization of resources. Develops and maintains effective personal and work relations with internal and external customers. Provides leadership in projects through all phases to completion. Gains the understanding, support, and effective action of team members. Serves as an effective team member. Demonstrates commitment to eliminating organizational barriers to teamwork and quality improvement. Motivates others to work effectively as a team.

Customer Focus

Dedicated to quality customer service. Goes the extra mile to ensure customer satisfaction. Handles “moments of truth” effectively and positively. Eliminates barriers to superior customer service.

Decisiveness / Judgment

The individual exhibits a readiness to make decisions, take action, and make commitments. Develops alternative courses of action and makes decisions which are logical and which reflect factual information. Utilizes ethical judgment; evaluates situations and identifies existing problems or opportunities; searches for root causes when solving problems; makes high-quality decisions based on accurate assessment of the facts and situation.

Initiative / Innovation

The individual initiates special efforts and uses innovative problem solving to reach goals. Constantly improves every work process / system to meet business needs. Displays energy, drive, and initiative in the pursuit of goals. Exhibits original thinking ingenuity, and creativity in the development of new or improved methods or approaches. Exhibits tenacity until desired objectives are achieved. Effectively responds to unique challenges.

Leadership

The individual demonstrates themselves as a positive role model for others to follow. Influences / mentors others to achieve a high level of performance. Motivates others to take action. Builds strong relationships and uses credibility and personal presence to achieve collaboration.

Planning & Time Management

The individual organizes activities to ensure their proper completion in a timely manner. Effectively schedules time by assigning priorities to daily / weekly / monthly work activities. Avoids crises through systematic planning and follow-through. Documents and files appropriate information in an organized manner for future reference.

Proactive

The individual takes the initiative by acting rather than reacting to events. Anticipates possible issues or problems that may develop and actively utilizes the appropriate resources to address potential problems.

Product Knowledge

The individual understands in detail the suite of landscape services offered by Brickman; can assess client needs and present appropriate services for potential work order and maintenance business.

Results Driven

The individual exhibits and inspires in others a sense of urgency in accomplishing results. Takes ownership for achieving results. Looks for ways to improve efficiencies, solves problems and overcomes barriers for success.