Account Representative – Reactive

| Chicago

Summary
The Account Representative is responsible for the day to day delivery of facilities services to a number of major client sites within a geographic territory. This role plays an integral part in client account management, operational support, and financial success for the assigned client base. This role also works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations. The role is based at our corporate headquarters with travel to client sites as needed.

 

Responsibilities

  • Serve as primary client account manager for assigned client portfolio, interacting regularly with client management telephonically, electronically, and in person to ensure the highest level of client satisfaction
  • Evaluate all client requests for urgency, efficacy, and necessity to ensure that the client’s maintenance budget is allocated efficiently so as to satisfy service requirements while controlling discretionary scope expansion and preventing unnecessary spending
  • Manage all service requests by understanding the issue in context, assigning the appropriate resources for project completion, maintaining appropriate timelines, and communicating regularly with client and department leadership
  • Control the release of work requests to vendors to achieve monthly, quarterly, and annual financial objectives for the client and SMS Assist
  • 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
  • Developing and manage relationship with various client stakeholders including service location staff and their management, corporate functions, and the management offices for facilities-related programs and projects
  • Coordinate with and appropriately direct workflows among the client’s internal commodities and external service providers to ensure work is completed and accounted for per the client’s specifications
  • Prepare and deliver routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards
  • Proactively research, develop, and implement solutions to client requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process
  • Coordination with external third-party stakeholders including municipal governments, landlords, property associations, and other third-party vendors to resolve all facilities-related issues
  • 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
  • Coordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activities
  • Fosters a positive team environment and may provide coaching or mentoring to team members
  • Ensures confidentiality and accuracy of internal and external data
  • Performs ad-hoc projects and other duties as assigned
  • Travel required up to 25%

 

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

  • Problem Solving - Advanced
  • Learning Agility - Advanced
  • Customer Service- Advanced
  • Verbal Communication- Proficient
  • Written Communication - Proficient
  • Relationship Management- Proficient
  • Prioritization - Proficient
  • Team Work - Proficient

 

Role Specific Skills

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

 

People Management Skills

  • Not applicable to this role

 

Qualifications
Minimum Qualifications

  • Associates Degree
  • 0-3 years of experience preferred

 

Other Relevant Qualifications

  • Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields 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.

Read Full Job Description

Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM

Location

875 North Michigan Avenue , Chicago, IL 60611
How SMS Assist is Building Tech to 'Fix the Business of Fixing Things'
Watch

What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

More Jobs at SMS Assist60 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR
Internships
Operations
Product
Project Mgmt
Sales
Sales
new
Chicago
Project Mgmt
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago
Finance
new
Chicago
Sales
new
Chicago
Sales
new
Chicago
Design + UX
new
Chicago
Design + UX
new
Chicago
Product
new
Chicago
Operations
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago
Data + Analytics
new
Chicago
Sales
new
Chicago
Developer
new
Chicago
HR
new
Chicago
HR
new
Chicago
Sales
new
Chicago
HR
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Chicago
Design + UX
new
Chicago
Internships
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago
Product
new
Chicago
Project Mgmt
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago