Team Lead -Account Specialist

Team Lead -Account Specialist

1-2 years
Not Specified

Job Description

Job Description
As part of the Operational Team, the FacilitiesAccount Specialist will oversee and manage specific Facility Customer Accounts nationally. The role will report into the Director of Operations for all systems related requirements such as establishing tickets, vendor on boarding, monitoring jobs and billing. This role requires the ability to present well, needs to excel at internal and external communications, informing others of issues quickly, great verbal communication, and territory management. Starting pay will depend on industry and other related office experiences.
Qualifications And Requirements
  • Experience with online research and/or RFP identification and completion preferred
  • Demonstrated competency using information technology, PCs and databases required
  • Excellent verbal and written skills and proficiency in English required
  • Ability to multitask with good organizational, time management, problem-solving and decision-making skills required
  • Ability to communicate with Executive-Level coworkers required
  • Ability to meet/exceed assigned metrics/goals required

Job Responsibility #1-Customers
  • Works closely with designated customers by engaging with them regularly through online portals, email and phone conversations.
  • Critical thinking is a must in developing strong relationships and quick resolutions to issues and problems.
  • Meeting the customers expectations through designated service levels and ensuring that issues are resolved immediately and correctly.
  • Providing proper work performance and compliance per customer requirements.
  • Providing clear and precise communications.

Job Responsibility #2-Service Partners
  • Works with designated Service Providers (SP's) in improving SLA performance and customer's onsite requirements that includes IVR (interactive voice response) check in and check out and any necessary time stamped photos.
  • Tracks SP's performance and compliance and follow-up with SP's that are not performing properly in these areas.
  • Develop metrics and reports to analyze each vendor and their effectiveness for the business.
  • Trouble shoots customer issues with service and vendor performance.

Job Responsibility #3-Sourcing
  • Always on the look out to source new SP's in building a backup plan/bench.
  • Assists in major sourcing projects for new awarded business when necessary, this means using the internet to find qualified commercial SP's to join the ML team.

Requirements (not all are required)
  • Exterior Facilities background in landscaping, snow removal, parking lot maintenance.
  • Interior Facilities break fix trades such as, HVAC, plumbing, electrical, painting, handyman and any kind of construction.
  • Project Management, Microsoft Office, clear and professional communications orally and in writing.

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