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Regional Client Service Director

2 months ago

Chicago, United States Administrative Resource Options Full time

Administrative Resource Options (ARO) is a leading international outsourcing firm specializing in office services management. We are a privately held, certified woman owned business and have a presence in 28 states nationwide as well as 4 provinces in Canada. Our services include copy/print, mail and package handling, reception, printer/copier fleet management, and office supply management.

We offer a full complement of employee benefits including medical, dental, life and 401(k) with employer match. We also offer some unique benefits such as paid time off for charity work (Charity Leave) and Donate for Life organ donor recognition. We are celebrating our 25th year in business and planning for continued growth.

ARO is not a temp or staffing agency. This is a Full Time opportunity.

Job Description
  1. Develops rapport with clients and delivers performance against contracted service level agreements.
  2. Communicates regularly with Account Managers regarding the management of day to day activities at sites.
  3. Ensures all site monthly billing is complete, accurate and delivered in a timely manner.
  4. Develops and maintains standard operating procedures for sites and proactively develops procedures as service requirements change.
  5. Leads, coaches, and develops management staff and holds management staff accountable for regular training and developing of staff.
  6. Monitors the performance of all ARO proprietary software operating for the benefit of the clients’ sites and provides reports as necessary.
  7. In conjunction with Account Managers or Team Leads, updates site User Guide(s) as necessary.
  8. Performs regular site inspections to ensure safety and cleanliness standards are met.
  9. Builds relationships with clients to identify additional or expanded revenue opportunities and makes proposals as required.
  10. Identifies cost reduction opportunities and engages client for implementation of those ideas.
  11. Evaluates the performance of Account Managers and/or other staff as appropriate.
  12. Administers employee performance appraisals and counseling reviews as appropriate.
  13. Handles account/employee relations concerns in conjunction with Account Manager and Human Resources as necessary.
  14. Coordinates coverage for absences ensuring proper staff levels at each site as necessary.
  15. Conducts necessary employment interviews for all levels of staff to make sure that ARO finds the right people for the right job.
Qualifications

Knowledge, Skills and Abilities:

Minimum of 3-5 years of previous Office Services management experience required, preferably in an outsourced environment. Must be flexible, adaptable, diplomatic, and customer service oriented. Strong communication and organizational skills required. Working knowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) required. Some overnight travel as well as day travel required.

Must be able to perform light to medium lifting (up to 50 lbs.) and push wheeled carts and/or dollies. Frequent and long periods of time spent standing and walking.

Additional Information

Company Overview

Every day ARO earns the trust of a diverse and progressive body of clients who recognize our strong commitment to:

Accessibility: At ARO we believe that true accessibility comes with engagement. We are constantly reaching out and traveling to client sites to make sure all bases are touched on. Our Engaged Communication Commitment backs our work ethic. Constant proactive communication and being readily available for clients and employees across the country is pivotal to our success.

Results: With ARO your return on investment will not disappoint. As an employee-owned company, our resources go into our employees rather than into sprawling campuses or other overhead expenses that may not directly benefit you. ARO's core business is and always has been on-site facilities management and its close monitoring through a comprehensive reporting structure. This assures you will experience palpable results in service quality as well as in ROI. Ask about our No Risk Guarantee

Objectivity: Many of our competitors are publicly held software or hardware manufacturers and/or distributors. They are quota-based and are held accountable to their investor's interests. At ARO our primary goal is customer service and relationships: we monitor clients' changing requirements and long-term vision to drive proactive and cooperative solutions. We engage our hardware, software and services partners proactively when a client needs it, not when a financial quarter is ending.

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