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 or trade. This role plays an integral part in client work order management, operational support, and financial successes for the clients supported. This role works closely with the Team Lead to provide support to daily client challenges, execute on special projects or initiatives, and being a primary internal point of contact for the Team Lead, Customer, or Affiliate within the team.
What You'll Do:
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Serve as a client point of contact for assigned locations, regularly interacting with customers, affiliates, and internal team members
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Evaluate all client requests for urgency, efficacy, and necessity to ensure that the client’s maintenance needs are met in a timely manner, in line with the key metrics defined by the department
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Manage all service requests by understanding the issue in context, following up with the appropriate resources for project completion, maintaining appropriate timelines, and communicating regularly with clients, vendors, and department leadership
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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
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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
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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
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Coordination with external third-party stakeholders including municipal governments, landlords, property associations, and other third-party vendors to resolve all facilities-related issues
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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
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Coordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activities
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Fosters a positive team environment and may provide coaching or mentoring to team members
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Ensures confidentiality and accuracy of internal and external data
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Performs ad-hoc projects and other duties as assigned
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Bachelor’s Degree
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0-3 years of experience preferred
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Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus
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Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required