At SMS Assist, we’re not just in the business of fixing properties—we’re fixing an entire industry. Typically, facilities maintenance is tough work—both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations.
 

 Recognized on Forbes’ Cloud 100 list, Deloitte’s Technology Fast 500, Chicago Crain’s Top Tech Employers, and more.  We’re innovators, disruptors, and out-of-the-box thinkers. We’re passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.

The Interior/Exterior Service Team Lead I is responsible for ensuring effective and quality team performance and delivering a service that meets or exceeds customer expectations. They may have a varied scope in terms of team size or complexity of clients/vendors/product type. They are a key interface to the client in the event of dispute or escalation and competent on the use of SMS Assist technology platforms.
*This role is a first point of entry into a management role in the Service Delivery Management career track. 

Responsibilities

Manage and Develop Team:

• Train, develop and manage their respective Operations team and its members.
• Carry out the daily performance management of reportees in accordance with agreed KPI’s and SLA’s.
• Monitor and ensure that their teams are in compliance with the guidelines of the SMS Employee Handbook and departmental requirements. 
• Serve as a point of contact for ensuring team members adhere to proper time and attendance and scheduling/overtime regulations and procedures.
• Collaborate with the Regional Operations Managers to discuss their business on a regular basis, including organizing and conducting regular meetings to ensure efficient operations of their team.

Internal and External Relationships:

• Play a key relationship building role both as an internal liaison between other departments and as a key contact for external customers. 
• Communicate any process, pricing, invoicing, or performance concerns to Managers when necessary. 
• Effectively communicate internally with the COEs and Corporate Functions to deliver, follow up on, and act on feedback accordingly.

Technical Expertise:

• Use expertise in the scope of work for clients within their area to ensure their team’s understanding of the scope of work.
• Fully understand the Billing process and educate team members when necessary.
• Possess a full understanding of and ability to train others on the company’s systems and processes.

General

• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned

   Professional Skills

• Customer Service – Proficient
• Verbal Communication – Proficient
• Written Communication – Proficient
• Teamwork – Proficient
• Relationships – Proficient
• Negotiation – Proficient
• Organizational Awareness – Proficient
• Learning Agility – Proficient
• Analysis – Proficient
• Problem Solving – Proficient
• Process Orientation – Proficient
• Prioritization – Proficient

Role Specific Skills

• Strong Microsoft product skills. Very strong Excel and spreadsheet skills
• Ability to provide instruction, training and guidance to others
• Ability to motivate and lead others
• Comfortable organizing and leading individual and group meetings

People Management Skills

• Proficient in basic people management processes
• Proficient in leading a small team on a day to day basis, within a broader organization structure

Qualifications

• Undergraduate degree / Bachelors preferred
• Demonstrated experience managing and leading individuals and/or small teams
• Professional, relevant examples of solving tough customer issues

    Other Relevant Qualifications

• Previous customer service experience
• Experience in a trade
• Experience in facilities industry