Responsibilities

• Serve as the SMS Assist point of contact for business relationships with affiliates and maintain a working knowledge of affiliates’ business, priorities, needs, and capabilities such as services performed, locations, capacity, and pricing.
• Regular affiliate touchpoints including performance metric review, education on the importance of performance and metrics, communication of the consequences and opportunities associated with performance, sharing best practices, managing performance improvement plans, ensuring compliance with national programs and pricing.
• Accountable for the performance metrics of affiliates and depth and quality of the regional affiliate network.
• Own and manage the dispatch plan including plan effectiveness, opportunities for affiliate improvement, distribution of work across the region balanced with overall affiliate capacity and avoidance of affiliate related bottlenecks in workflow.
• Identify sourcing needs and work with the sourcing team to onboard high potential prospective affiliates to satisfy market needs.
• Ensure newly sourced Affiliates are aware of performance expectations and are equipped to successfully perform services. Provide oversight and coaching to affiliates during initial work orders.
• Communicate the status of the affiliate network market performance and top affiliates by trade to client account teams and regional customer leadership.
• Manage high priority inbound escalations tied to affiliates.
• Frequent visits to SMS offices to work with SMS counterparts (Ops, SMEs, SDMs, etc.) to improve market performance, address challenges, and action plan development.
• Serve as the 'voice of the affiliate' within SMS by providing feedback to improve the affiliate experience (technology, operations, billing, compliance, etc.)
   

Professional Skills

• Customer Service - ADVANCED
• Verbal Communication - ADVANCED
• Written Communication - ADVANCED
• Teamwork – ADVANCED
• Relationships – ADVANCED
• Learning Agility - PROFICIENT
• Problem Solving – PROFICIENT
• Prioritization - ADVANCED

Role Specific

• Maintenance or property management knowledge required
• Industry trade knowledge: HVAC, electrical, plumbing, general maintenance required
• Strong leadership skills with experience managing third party vendors
• Self-directed and motivated with the ability to succeed working remotely
• Demonstrated analytical skills and an ability to make timely decisions in a logical, effective manner
• Extensive travel within assigned regions required
• Must be available outside of business hours via phone or email
• Computer skills: Basic computer skills; proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) required
   

Qualifications

Minimum Qualifications

• 3+ years of experience in vendor management, property maintenance or management, or construction required; previous experience in a customer service environment preferred
• Associates or Undergraduate degree preferred or equivalent experience