Account Manager

About the role

The Account Manager is responsible for the day-to-day operation and administrative activities to ensure conformance to contract requirements. Develops and implements cost control measures and level of service standards to ensure compliance with customer specifications/contract requirements for assigned building. Oversees inspections, quality control measures, and the inventory control of equipment and supplies for the assigned building.

Responsibilities

• Work with Project Manager to develop work plans to provide services in a timely, cost-effective manner and ensure contract provisions are met.
• Provide customer with information regarding additional services available at ABM.
• Respond to customer inquiries; discuss and resolve with customer pending complaints/feedback.
• Maintain regular contact with customer to ensure that services meet service contract requirements and to promote customer retention.
• Inform Project Manager of status of work; identify potential issues and recommend appropriate action.
• Keep Project Manager informed of business issues impacting effectiveness of project; promptly escalate serious issues to Project Manager.
• Increase billable services provided by ABM and add value to the customer by providing additional or periodic services (TAG work).
• Deliver excellent customer service to ensure customer retention, enhance service delivery and sell services.
• Report accidents and property damage in an accurate and timely manner.
• Work closely with frontline personnel to meet customer requirements; determine training requirements and identify sources to meet training and development needs.
• Recommend staffing levels; work with Project Manager and HR to hire, train and evaluate staff.
• Understand applicable union contracts and develop effective working relationship with local labor unions.
• Enforce ABM and client policies and procedures through mentoring and coaching of field personnel.

Qualifications

• 5–10 years of Supervisor experience.
• 5–10 years of customer service experience.
• Working knowledge of janitorial equipment.
• Working knowledge of OSHA required processes.
• Intermediate level of Microsoft programs.
• Valid State Driver’s License for business travel.
• A passion for serving others and helping others to succeed.
• Excellent personal organization skills and exceptional planning skills to avoid reactional situations.
• Excellent follow-up and an eye for detail.
• Ability to anticipate problems and proactively implement preventative action plans.
• Flexibility to respond to urgent client requests on evenings and weekends when necessary.
• Technical savvy and ability to use MS Office Suite, Smart Phones, Internet and other job-related applications.
• Excellent verbal and written business communication skills.
• Excellent relational skills and experience dealing with union environment.

Pay

$90,000 – $110,000 per year salary (U.S. Dollars). The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program.

Schedule

Monday – Friday from 8:00 AM – 5:00 PM EST, will be on call for weekends and traveling 25% of the time to various locations across Virginia.