Core Responsibilities

• Oversees and reviews Affiliate work orders and quotes ensuring they meet the client contract requirements
• Responsible for submitting, reviewing and negotiating quotes with clients
• Responsible for presenting account overviews in both internal and external customer meetings
• Main point of contact for team, clients and Affiliates on any processes, pricing, invoicing or performance concerns
• Effectively communicate internally with the Centers of Excellence teams and corporate functions to deliver, follow up on, and act on feedback accordingly
• Serves as a point of contact for the client regarding any escalated issues and is responsible for facilitating any necessary communication with their Associate Director and client counterparts
• Play a key relationship building role both as an internal liaison between the subject matter expert team and other departments
• Manage day to day performance of the subject matter expert team
• Motivating, inspiring, and leading team to achieve results; leading and mentoring junior staff
• Plan and execute one on one meetings and regular interpersonal communication
• Organize and conduct regular meetings to ensure efficient operations of the team
• Must be able to train team members on the company’s systems and processes
• Monitor and evaluate team member’s productivity
• Oversee escalated work orders
• Monitor the teams que time
• Serve as a point of contact for ensuring the team adheres to proper time and attendance and scheduling procedures
• Ensure company policies and procedures are being followed

Preferred Skills

• Demonstrated ability to train and develop others
• Experience managing performance, instituting performance improvement plans, etc.
• Ability to provide instruction, training and guidance to others
• Ability to motivate and lead others
• Comfortable organizing and leading individual and group meetings
• Strong written and verbal communication skills through telephone and email with customers/affiliates
• Enjoys interacting with customers, is open-minded, and not afraid to pick up the phone to work through a problem or opportunity

• Strong Microsoft product skills, very strong Excel skills, and a facility for numbers - understand how to manage a spreadsheet

Education and Experience

• Bachelor’s degree preferred (or equivalent experience - Typically 4+ years of related experience
• Demonstrated experience managing and leading individuals and/or small teams
• Previous customer service experience a plus
• Experience in the home building industry a plus.
• Experience with vendor sourcing, procurement, and negotiation a plus
• 4 plus years of experience in a trade or trades, e.g. plumbing, electrical, HVAC, general construction
• Prior experience with proprietary or specialized software
• Experience in facilities industry is a plus
• Professional, relevant examples of solving tough customer issues

Additional Information

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Other duties, responsibilities and activities may be assigned or change at any time with or without notice to support the needs of the business.
• SMS Assist is an Equal Opportunity Employer (EOE)