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Account Manager
2 months ago
Overview
At designated properties, the Account Manager is the primary contact with the customer and responsible for maintaining QPS’s client relationship. The Account Manager must ensure that service is delivered in a manner that meets QPS’s standards, the expectations of our clients as well as the terms of our contracts. Responsible for direct oversight of security officer contract services and operations.
The position requires the following, non-negotiable characteristics:
- Precision and accuracy in the performance of all duties.
- Direct, articulate and succinct communication style, both verbal and written.
- Mastery of organizational skills, including management of multiple tasks and deadlines.
- Analysis of issues with a methodical and efficient, yet thorough, approach.
- Self-motivation to be proactive in identifying problems and developing recommended solutions.
- Self-discipline to always conduct oneself with the utmost professionalism, integrity, reliability and accountability.
General Duties/Requirements
The Account Manager is assigned to buildings to work with building tenants and property managers receiving QPS security services.
The primary function of the Account Manager is to service existing clients.
Duties include but not limited to:
1) Follow-up with customers, customer satisfaction, customer retention and clear, timely and accurate communications are the most important and overriding guiding principles of the Account Manager.
2) The Account Manager is expected to have knowledge/information of Security contracts, observations regarding the performance of security officers, on-site supervisors and on-site director of security
3) Visiting buildings daily. During the walkthrough, the Account Manager is expected to interact with the QPS officers, on-site supervisors, and on-site director of security supervisor as well as building management.
4) Identify opportunities for additional security.
5) Keep updated all customers/building information, union contracts for each location, schedules, responsibilities, holiday lists, FSD compliance information, building profiles and building contact information. Keep Post Orders updated with all new operational changes or requirements for that specific account/site.
6) Meet with and approve all officers before they are assigned to your accounts.
7) Approve all staffing changes within your accounts.
9) Conduct refresher training for morning officers.
10) Manage officer and FSD vacation requests, scheduling, time-off approvals and replacements; compile officer vacation requests into a spreadsheet; communicate with dispatching team concerning vacation approvals/denials (based on available time-off and QPS operational needs); notify officers of final dates of approved vacation.
11) Ensure any complaints of officer misconduct are submitted to the appropriate QPS personnel for investigation and possible follow-up through the Corrective Action Process.
12) Inform QPS of all officer field-related problems.
13) Closely monitor scheduling of staff, compliance training, and disciplinary issues.
14) Meet with Property Management to discuss, listen to and identify concerns about staffing and operational needs/requirements.
16) Communicate with the property manager a minimum of one week before each holiday, special event (e.g., marathons, parades, etc.) regarding additional security coverage and coordinate such additional coverage with the dispatcher.
25) Update post orders and building policies, as needed.
Availability
QPS maintains operations 24/7/365 and is an “essential business” in the New York area. We work during normal times as well as when other businesses may be closed down. The position requires flexibility and an ability to work whatever schedule and hours are deemed necessary to efficiently accomplish the work and service our clients, which may include working extended hours, weekends, holidays, and/or during emergency situations, such as natural disasters (storms, including but not limited to rain, wind, snow and ice, floods, power outages, fires, earthquakes, etc.), public health emergencies such as the COVID-19 pandemic, government-declared states of emergency, labor strikes, and force majeure events. Accessibility to answer questions by email or phone during off hours in accordance with QPS’ policies, and an ability to respond in person to emergencies and stay in New York City as appropriate, is expected. The ability to work this schedule is an essential function of the job.
Quality Protection Services is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other characteristic protected by federal, state or local law.
