Note: The job is a remote job and is open to candidates in USA. PHFM | Facilities Maintenance - Interior & Exterior Services is an industry leader providing facilities maintenance and related services. The Account Manager I oversees and executes customer maintenance requests, manages work orders and vendor partners, maintains customer relationships, and supports team operations in a high-volume environment.
Responsibilities
- Effectively manage a high-volume assignment of service requests through the work order life cycle to ensure completion with all predefined KPI requirements while maintaining profitability
- Utilize phone, email, and multiple CMMS systems to provide timely and accurate communication on work orders or other assignments to all stakeholders
- Dispatching vendor partners for work orders and ensuring they arrive in accordance with schedule
- Source potential vendor partners to develop partnerships while negotiating rates to maximize profitability
- Input necessary data into computer system to track and follow up on customer requests
- Keep accurate data and documentation of service requests
- Ability to analyze customer inquiries and determine means of resolution pertaining to scope of services and make appropriate suggestions to resolve the problem
- Communicate in a professional manner both written and verbally when communicating with customers
- Ability to answer the phone and/or email promptly. Position involves heavy phone and email traffic inbound/outbound with customers and service providers
- Manage and maintain all external relationships equally and effectively inclusive of, but not limited to clients and vendor partners
- Provide leadership and support to team members
- Ability to prioritize tasks with conflicting deadlines
- Ability to work collaboratively within a team but also independently
- Assist with daily reporting and identification of priorities across team members
- Ability to host and display professional verbal communication in team and client meetings
- Assist leadership with root cause analysis and develop action plans to prevent
- Detail oriented while ensuring compliance to process and procedures
- Assist and/or monitor after-hours requests when needed on evenings, weekends, and holidays
- Ability to remain calm and composed when dealing with an ever-changing environment and high demands
- Performs other duties as required by leadership
- Perform additional tasks as assigned
Skills
- Minimum of 3 years of experience in account management
- Familiar with CMMS systems
- Proficient in Microsoft Office Applications
- Intermediate to advanced Excel skills necessary
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This position works in an environment with moderate noise level. (Examples: business office with computers and printers, light traffic). Usual office environment with frequent sitting, walking, standing, and occasional climbing, stooping, kneeling, crouching and balancing. Frequent use of eye, hand, and finger coordination enabling the use of office machinery. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as telephone. The employee must occasionally lift and /or move up to 20 pounds. Ability to read and understand work instructions
- Previous experience in Facilities Maintenance/Construction a plus
- Previous experience in construction management preferred
Benefits
- Medical, dental, vision, Short-Term Disability, Long-Term Disability, Life Insurance and additional voluntary plans.
- 401(k) Retirement Plan with company match.
- PTO, 11 Company Holidays and Paid Parental Leave
- Wellness activities
- Ongoing professional development and continuing professional education.
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