Account Service Manager

2 weeks ago

Hayward, United States Universal Maintenance Full time
Job DescriptionJob Description

 

Account Manager Purpose

The Account Manager has ultimate responsibility for oversight of all maintenance services provided to the clients and properties assigned to them. All Account Managers report to the Vice President of Operations, to whom they are directly accountable for their job performance. Account Managers serve as the primary point of contact within our company for the clients they serve, providing them with consistent, knowledgeable, and dedicated management of our services, as well as timely responses to their questions and needs.

Benefits

  • 2 weeks paid vacation, Holiday Pay,
  • Company Vehicle
  • Gas Card/Business Card
  • Laptops and other electronic are provided
  • Bonus Program
  • Health Benefits
  • Simple IRA

Duties and Responsibilities

The primary job duties and responsibilities of the Account Manager are outlined here, along with examples of some of the kinds of activities required under each heading:

Client Relations

  • Maintain positive, proactive contact with all their clients, and meet client Property Managers and/or their agents for regular walk-throughs per the client's schedule needs
  • Provide comprehensive property inspection reports to their clients, as well as to the Field Supervisors and subcontractors, for follow up as needed
  • Offer solutions and suggestions to Property Managers for improvement of all aspects of their properties, including suggestions for changes to service schedules and frequencies where appropriate
  • Coordinate such things as lockouts, tenant notices, non-responsibility postings, and 3-day notices as a courtesy, in order to free up their Property Managers' time
  • Conduct all business with the utmost courtesy, integrity, and professionalism

Contracts & Proposals

  • Prepare and present clearly written contracts and/or proposals for services to clients and potential clients as needed
  • Create detailed scopes of work that are customized for each property in accordance with the contract signed by the client, and review them with Field Supervisors and subcontractors as necessary
  • Continuously survey properties to identify any "extra work" (repairs, maintenance, upgrades, etc.) beyond the scope of any contract services, and present proposals to clients to handle that work

Invoicing

  • Prepare and/or review all monthly billing of contract services, supplies, and extra work for their clients to ensure accurate and timely billing of our services
  • Coordinate any supporting documentation and photos as required for providing detailed invoices to clients
  • Review subcontractors' invoices to ensure accuracy for their accounts, and work quickly to resolve any discrepancies with our database records
  • Provide accurate and timely updates on client billing data changes to the Office Manager

Supervision

  • Coordinate and oversee the work and schedules for all services at their clients' properties with the help of Universal Maintenance field supervisory staff
  • Maintain regular, direct contact with all Field Supervisors, subcontractors, and workers as necessary to ensure overall service quality
  • Conduct both regular and spontaneous inspections of property conditions and provide both positive and negative feedback to Field Supervisors, subcontractors, and workers

Teamwork

  • Cooperate as a team with all other Account Managers and Field Supervisors in order to best meet the needs and schedule demands of ALL Universal Maintenance clients
  • Share new information and feedback with others in Universal Maintenance about workers, subcontractors, new services & methods, and anything else that helps the company succeed and improve
  • Support all other Universal Maintenance employees and operations to the best of their ability during times of crisis or absence of other employees for any reason

Qualifications

  • A broad knowledge of outdoor cleaning and maintenance functions such as parking lot sweeping, sidewalk steam cleaning, day porter services, landscape maintenance, and exterior building/grounds cleaning, painting, repair, etc.
  • A commitment to timely and courteous response to all client requests, and building solid interpersonal relationships with clients and subcontractors
  • Strong time management and organizational skills, follow through on commitments, self-motivation
  • Comfort with technologies used in today's business world: database, internet searches, smartphones, email, MS Word and Excel
  • Strong written and verbal communication skills
  • Strong negotiation and problem solving skills
  • A neat and well groomed personal appearance
  • Ability to navigate processes of procuring materials and permits required for certain types of work
  • A minimum of 2-3 years of experience in commercial maintenance/cleaning operations is preferred

Working conditions

While effort is made to share responsibility for emergency response among all Account Managers, each Account Manager is required to carry a smartphone and respond to emergency needs for their customers. This includes evening and weekend hours when necessary. Not all clients are created equal, and the Account Manager is expected to respond professionally and courteously even toward clients with challenging problems and/or personalities.

Physical Requirements

An Account Manager's "territory" may be quite spread out, and will require him or her to spend significant time sitting while driving a company-provided vehicle to meetings and property visits. The Account Manager will spend a significant amount of time working outdoors. Account Managers need to be physically able to climb ladders for access to roofs without fear of heights, do lots of walking including on uneven surfaces, be open to getting dirty from time-to-time, be able to deal with disagreeable smells, cobwebs, grease, dirt, vagrants, and a variety of other unpleasant things and situations in the course of doing their day-to-day jobs.

Direct Reports

The Account Manager has responsibility for the day-to-day direction of Field Supervisors and workers on their accounts, which includes giving input to the Hiring Manager and VP of Operations on their job performance. However, the Account Manager does not have any direct reports, per se, nor ultimate hiring and firing authority over others in the company.

 

 

Company DescriptionOur business began in Silicon Valley in the early 1980s with just a steam cleaner and a vision. Impressed by our meticulous attention to details and quick response time, customers began requesting additional services. Since then our family owned business has experienced steady growth, officially keeping the Northern California area clean since 1986 and expanding to Southern California in 2008. We continue to grow by exceeding our customers expectations and by striving to keep the cost of our services low without compromising efficiency or quality.

Our Mission is to treat each property we maintain as if we were the owners by performing our services to the highest standards. Each property manager receives full attention and is provided with a personal, qualified account manager as a direct contact to handle all property services and immediate communication in the case of trouble shooting potential problems. We stand behind our services and strive to be the most dependable resource for our customers.

We ensure the reliability of our employees by implementing security background checks, social security checks, driver's license checks and drug testing measures which are beyond industry standards. We provide our employees with a safe and healthy work environment as well as the benefits of continued education and safety training.

Our goal is for the properties we service shopping centers, offices, and industrial parks to be clean and safe for the public to enjoy. We strive to relieve the property manager from the responsibilities and burden of day to day maintenance issues by exceeding their expectations with our personal, high standards.Company DescriptionOur business began in Silicon Valley in the early 1980s with just a steam cleaner and a vision. Impressed by our meticulous attention to details and quick response time, customers began requesting additional services. Since then our family owned business has experienced steady growth, officially keeping the Northern California area clean since 1986 and expanding to Southern California in 2008. We continue to grow by exceeding our customers expectations and by striving to keep the cost of our services low without compromising efficiency or quality.\r
\r
Our Mission is to treat each property we maintain as if we were the owners by performing our services to the highest standards. Each property manager receives full attention and is provided with a personal, qualified account manager as a direct contact to handle all property services and immediate communication in the case of trouble shooting potential problems. We stand behind our services and strive to be the most dependable resource for our customers.\r
\r
We ensure the reliability of our employees by implementing security background checks, social security checks, driver's license checks and drug testing measures which are beyond industry standards. We provide our employees with a safe and healthy work environment as well as the benefits of continued education and safety training.\r
\r
Our goal is for the properties we service shopping centers, offices, and industrial parks to be clean and safe for the public to enjoy. We strive to relieve the property manager from the responsibilities and burden of day to day maintenance issues by exceeding their expectations with our personal, high standards.

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