Account Escalation Specialist
SMS Assist Summary
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.
Job Description Summary
The Account Escalation Specialist is responsible for identifying and resolving complex, high-priority, and high-visibility service needs related to the client's facilities in order to provide the client with a transparent and seamless resolution for their issue. The Account Escalation Specialist will take ownership of these critical needs, gather all relevant information, create, and then implement a plan to achieve success, and partner with internal leadership to communicate progress to the client. This role will interact with a number of stakeholders from our key client contacts to our vendors, to internal operations leadership and corporate functions. A successful Account Escalation Specialist will be comfortable working both as part of a team as well as autonomously and will demonstrate creativity and initiative in solving problems that may not have a standard, routine resolution.
Responsibilities
- Anticipate, take ownership of, and proactively manage client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutions
- Proactively research, develop, and implement solutions to client escalations and requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process
- Coordinate with our vendor and with external third-party stakeholders (including municipal governments, landlords, property associations, and other third-party vendors) to resolve all escalated issues
- Engage with the service delivery operations team to proactively communicate updates about escalated issues to relevant client stakeholders
- Create and regularly update routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards
- Participate in and occasionally lead client meetings to deliver updates and answer questions regarding escalated issues
- Identify trends in escalated issues and propose long term solutions to reduce escalations and mitigate their impacts on the client's operations and the client's relationship with SMS Assist.
- Collaborate with business analysts to participate in development of analytical tools to identify and prevent escalations
- Monitor and compare vendor costs to ensure that work is completed as cost-effectively as possible to minimize the client's costs of maintenance; ensure full utilization of warranty provisions (both equipment and service) and evaluate lease terms to ensure that client funds are not spent on repairs for which another party is liable
- Develop and manage relationships with various client stakeholders including end user location staff and their management, and corporate functions related to facilities programs and projects
- Coordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activities
- Foster a positive team environment and may provide coaching or mentoring to team members
- Ensure confidentiality and accuracy of internal and external data
- Performs ad-hoc projects and other duties as assigned
- Travel required up to 20%
Professional Skills
These are the professional skills we would expect from an individual fully established in this role.
- Problem Solving - Advanced
- Prioritization - Advanced
- Organizational Awareness - Advanced
- Customer Service - Advanced
- Verbal Communication- Advanced
- Written Communication- Advanced
- Teamwork - Proficient
- Negotiation - Proficient
- Process Orientation - Proficient
Role Specific Skills
- Ability to assess strengths, weaknesses, opportunities, and threats within an account
Qualifications
Minimum Qualifications
- Bachelor's Degree required
- 2+ years of professional experience or military service
Other Relevant Qualifications
- Experience in facilities or property management industry or a trade related to construction/building engineering is a plus
- Experience working in matrixed organizations is a plus
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.