SMS Assist provides a fully managed business solution to more than 145,000 client locations with a network of over 20,000 affiliate subcontractors. Using its unique business model and proprietary cloud-based technology platform, SMS Assist continuously reduces client costs to maintain their properties, while improving service quality and speed of delivery.

Operations Specialist - Facilities at SMS Assist
 SMS Assist is looking for a Client Relations Operations Specialist to join our growing team!

As the Client Relations Operations Specialist, you will act as a liaison between our clients and our network of contractors (internally, we refer to them as Affiliates) by managing all our clients’ repair and maintenance needs within our technology platform, One by SMS Assist.

At SMS Assist, our Client Relations Operations Specialists communicate predominantly on the phone and electronically with clients and Affiliates to ensure all maintenance services are completed in an effective and efficient manner.

Core Responsibilities of Client Relations Operations Specialist

  • Receive client calls and address their requests on a call queue
  • Identify, research and resolve client issues by utilizing our online system and database
  • Manage real-time inquires while monitoring and responding to commitments for clients and Affiliates
  • Meet or exceed KPIs of the Client Relations Operations Specialist role, which are defined by call volume, length of call, and client satisfaction
  • Field incoming calls from clients and determine the best approach to a solution
  • Develop a positive rapport with SMS Assist’s clients and Affiliates that ensures overall satisfaction
  • Maintain open communication with Affiliates in a manner that adheres to all contracts and scope of work
  • Record relevant information in our database with close attention to consistency and accuracy
  • Resolve or escalate disputes for unsatisfied service confirmations of clients and/or Affiliates
  • Provide market intelligence feedback to maximize customer satisfaction and contribute to strategies and policies that attract and retain clients
  • Work cross-functionally with other teams and departments to ensure work orders are processed successfully

Key Competencies of Client Relations Operations Specialist

As a Client Relations Operations Specialist:

  • You must enjoy helping others while providing excellent customer service
  • You must be comfortable working on a call queue and managing a high-volume of phone calls and emails.
  • You must thrive in a fast-paced environment
  • You must be a role model who demonstrates professionalism while communicating, developing relationships and providing customer service
  • You must identify with our core values, including: entrepreneurial spirit, one team and passion for service and integrity
  • You must be a solution-oriented, multi-tasker who is focused on service

Education and Experience of Client Relations Operations Specialist

  • Bachelor’s degree or equivalent work experience
  • Strong Microsoft product skills, including specific comprehension of Excel and how to manage a spread sheet
  • Experience working in a professional environment with strong written and verbal communication skills

Additional Requirements for Client Relations Operations Specialist

  • This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice. Internally, this position is known as operations specialist

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

Company Reviews

"The great thing about SMS is that if you are interested in a certain project, you can literally just take the initiative and jump in. If you really run with it, it won't go unrecognized
Joseph Rosenthal
Director, Strategic Initiatives
at SMS Assist
"The opportunity at SMS is limitless. With the extraordinary growth that our company is experiencing, there's no telling what opportunities are in store"
Courtney Lessner
Manager, Training
at SMS Assist
"The culture at SMS is incredibly vibrant. Being situated downtown Chicago's John Hancock Center brings a great sense of pride and excitement to the price.
Nicholas Ariano
Manager, Operations
at SMS Assist
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Why work with us
Chicago-based SMS Assist is an advanced technology company whose mobile and cloud-based facilities maintenance platform manages over 28,000 affiliated providers to service a nationwide roster of Fortune 500 clients representing over 50,000 locations. SMS's proprietary technology provides vendor management, logistics planning, real-time order tracking, predictive modeling and electronic invoicing to deliver on-time, best-in-class service to every location, every time. A leader in facilities management, SMS and its affiliated providers execute millions of services annually while delivering significant cost savings to their clients.
Culture
Our entrepreneurial culture and continual nurturing of innovation gives our employees the opportunity to be a part of something big. As a technology company, we offer a casual and fast-paced atmosphere that is challenging, rewarding and fun. We fully acknowledge the reason behind our continued success is the hard work of our talented employees. In this rapidly changing world, it’s crucial to always be learning, growing and developing your skills. At SMS Assist, we strive to make this a reality. We are very proud that our top priority continues to be the development and education of our employees. Through our internal continued-education program, SMSU, our employees are armed with the tools they need to learn, grow and succeed.
Perks & Benefits
Competitive Salary
Paid time off
401(k)
Medical and Dental Insurance
Vision Insurance
Flexible Spending Plans
Prescription Drug Program
Free Fitness Center membership

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