Associate Account Manager

Description

Job overview:

The Associate Account Manager is responsible for managing a service team overseeing pre-established clients and assisting the Account Manager with day-to-day activities. This includes monitoring and managing the health of the work orders and the relationship with the client. Handle all communication with client representatives including pricing, contracts, scopes, and problem solving. This is a very fast paced and detail-oriented position. Requires great customer service and communication skills. Knowledge of general trades including plumbing, electrical, and carpentry is a must.

Directly Report To: Account Manager

Job Responsibilities

• Responsible for meeting timelines and KPI’s of their account(s) and team(s).
• After hours availability and responsiveness.
• Works with the account manager to support staff to ensure project timelines and important customer dates and internal due dates are met.
• Participates in meetings and calls as necessary with Operations team to review and assign important timelines.
• Collaborates closely with Account Managers, Project Managers, and any other team members to ensure internal timelines are being met or exceeded per company goals and expectations.
• Consistent review and knowledge of all open work order.
• Assign tasks to team members and drive tickets to completion. Ensure tasks are completed within given timeframes.
• Create tickets and assign to team members
• Confirm accurate notes and ETA schedules are being placed into client portals on a daily basis and prior to invoicing.
• Call in uplifts and change orders.
• Client communication on a daily and weekly basis. Sending reports and updates regularly.
• Communicate any issues or failed timelines with the client.
• Ownership and management of any and all escalated tickets from teams.
• Responsible for aging work orders. Driving them to the finish line.
• Responsible for profit margins on all work orders. Ensuring the company’s gross margins are being consistently met.
• Responsible for following Evo Guidelines.
• Participate in the rotational on call schedule.
• Any additional tasks set by the Operations Manager or Service Manager
  
  

Required Meetings

• Weekly KPI Meeting
• Monthly Division Review Meeting (Director of Operations and SM)
• Bi Annual Organization Meeting
  
  

Reporting Required

• Weekly Work Order Report
• Weekly Customer Update Reports
  
  

Requirements

Candidate Qualifications:

• MINIMUM 1 year Facilities background experience required
• 3-5 years of service dispatching experience with sub-contractors within the facility maintenance industry
• 4-year college degree is preferred
• Prior working knowledge of Service Channel, OfficeTrax, Corrigo and other customer portal system is required
• Knowledge and exposure to retail and restaurant construction is highly desirable.
• Must be legally able to work in US without sponsorship required at time of hire
• Excellent technical skills, including using computers, the internet and file sharing required.
• Strong personal management skills, dedication and organization required.