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Account Supervisor

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Richmond, United States ABM Industries Full time
Job Description

Responsible for assisting the Director of Environmental Services in giving direction, motivation and guidance to the Environmental Services Department to accomplish established standards to meet or exceed customer satisfaction. Position represents ABM Healthcare in its highest degree. This position reports directly to an Operations Manager

RESPONSIBILITIES – ESSENTIAL FUNCTIONS

 

  • Promotes a customer service mindset at all times with both internal and external customers.
  • Responds to all requests from customers with a can do attitude. Follows up on requests with a sense of urgency.
  • Views everything with a process improvement mindset.
  • Implements established department procedures and programs that meet goals and ensures a clean and safe environment.
  • Conducts quality improvement inspections within assigned areas of responsibility to ensure quality and satisfaction levels are meeting and/or exceeding expectations.
  • Directly manages a staff of frontline Environmental Associates, including maintaining training competencies, annual online coursework, time and attendance and performance. 
  • Develops/coaches department associates to ensure fullest potential is reached.
  • Ensures work assignments, daily and weekly work schedules meet department and facility needs.
  • Ensures department Training Programs and recertification programs are being conducted within appropriate timeframes.
  • Leads and promotes departmental TQM/Customer Service Initiatives.
  • Tours and meets with facility customers to ensure that customer needs and expectations are met at all times.
  • Reports all pertinent data in a timely manner.
  • Knows all procedures, union agreements, or employee personnel manuals and meets all established agency requirements.
  • Maintains a safe work environment for all internal and external customers.
  • Ability to accurately review and process data and attend to detail.
  • Ability to establish priorities, work independently, and accomplish objectives without supervision.
  • Ability to communicate effectively in both written and verbal formats.
  • Ability to handle and resolve problems.
  • Works in a team environment interacting with a variety of departments.
  • Possesses excellent customer service skills.
  • Establishes and maintains cooperative working relationships; treats others courteously and with respect.
  • Responds to emergencies at both night time and on weekends as required.
  • Handles varying workloads and meet changing deadlines as necessary.
  • Daily, Weekly, Bi-Weekly, Monthly, Semi-Annual, and/or Annual reports may be required.
  • Direct report may change the frequency of required report at any time.
  • Ability to establish priorities, work independently, and to accomplish objectives without supervision.
  • Ability to handle and resolve problems.
  • May be required to travel via automobile to meetings and hospital related functions.
  • Other duties as assigned,
IV.        RESPONSIBILITIES – NON-ESSENTIAL FUNCTIONS

 

  • Maintains and complies with customer expectations of a professional appearance at all times.
  • Participates in scheduled department meetings.
  • Completes annual age-specific competencies.
  • Remains compliant with mandatory Hospital Education.
  • Fulfills TB, Immunization, and Employee Health Requirements. 
  • Remains compliant with department specific education and skill sets.

 

V.         POSITION REQUIREMENTS – ESSENTIAL FUNCTIONS, JOB KNOWLEDGE, EDUCATION/EXPERIENCEEducation/Training:    

Required:

  • High School diploma or GED.
 

Preferred:

  • Some college preferred.
Job Knowledge/Experience:    

Required:

  • Must possess a minimum of 1 year Customer Service.
 

Preferred:

  • 1 year of proven housekeeping experience in a healthcare or hospitality setting; experience in environmental services.
  • 1 year of supervisor experience in any industry.
Language/Writing/Communication Requirements:    

Required:

  • Ability to accurately review and process data and attend to detail.
  • Ability to communicate in both written and verbal formats.