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. We decided a better way wasn’t only possible, but essential. 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, SMS Assist manages more than 186,000 properties where people live and work. Our customers’ livelihoods are in our hands—think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades. 

We’re innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We’re community volunteers, karaoke partners, and lifelong friends. 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.

Responsibilities

• Serve as a technical expert and resource for Operations/Customer Service Managers in our Facilities Department
• Develop and maintain positive customer relations required to ensure superior customer satisfaction
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Manage real-time inquires while keeping track of and responding to commitments to follow up with customer/affiliate inquires
• Prepare, review, and approve quotes and invoices for facilities maintenance work (pricing, scope, etc.)
• Serve as key point of contact and able to resolve contract issues with affiliates/contractors
• Answer inbound calls and Queue calls from (as well as make calls to) field techs regarding pricing and technical assistance
• Assist operations in technical advice
• Source new affiliates as necessary
• Make outbound calls to customers for quote approvals
• Be able to educate customers on the benefits of the SMS Assist Service Offering

Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

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

Role Specific Skills

• Computer Skills: Advanced proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook required

Qualifications

Minimum Qualifications

• Technical expert in the General Building Maintenance field
• Ability to negotiate contracts and resolve conflicts with contractors/affiliates
• Ability to source, onboard, and train new affiliates
• Ability to review and approve quotes and invoices 
• Strong verbal communication/negotiation skills
• Ability to develop relationships with affiliates
• Strong work ethic and integrity
• Awareness of risk mitigation techniques
• Strong desire and ability to contribute to and work with a team
• Ability to solve problems
• Takes initiative to proactively solve problems
• Ability to collaborate with others in a corporate/office environment
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment

Other Relevant Qualifications

• Hands-on technical expertise in the field
• Work experience in facilities maintenance
• Relevant industry certifications are a plus
• Estimating experience is a plus
• Familiar with: Microsoft Word, Excel, Outlook

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. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

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.