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Account Manager

2 months ago

Trenton, United States ServiceMaster by Alliance Full time

Position Summary : The Account Manager is responsible for managing the administrative side of the customer service department. They will support the part-time CSR reps and operations with problematic accounts. The manager will also support the production department to ensure the completion of jobs.

Essential Functions:

Customer Service -

Organize, review, and manage the daily activities of the Customer Service team to ensure optimum productivity and customer satisfaction. Implement, manage, and maximize the use of customer service software, CleanTelligent. Partner with the management team to align customer service department policies and systems with the company's objectives Monitor CT to ensure work orders are closed expeditiously Manage the workflow of orders and the assignment of customer service requests through Clean Telligent. (Partner with Regional Managers) Provide feedback to the company regarding service failures or customer concerns Act as a resource in resolving customer issues Ensure a high level of customer service. Investigate (and correct) customer issues and complaints relating to quality. Develop relationships with customers as needed Point person for issues that surface during the daytime (coordinate follow-up) Perform internal audits to ensure compliance with quality control standards. Visit top 20 customers no less than every 2 months Sell add-on services to existing regular customers Prepare and conduct customer surveys in addition to regular surveys, particularly on large accounts, with the goal of providing better service and selling additional services. What can we do better? How can we be more helpful? Manage and update customer scores worksheet (4DX) daily Production Support

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Project division Dispatch; manage to schedule Provide oversight to the production coordinator Support and complete customer project proposals Measure potential project jobs Manage sales force CRM Close out project work orders and submit them for billing weekly Support the Production manager to ensure all details of jobs are listed on work orders and communicate to teams Provide job costing for existing and new business

Qualifications

- To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Personal Qualities

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Responsible attitude toward work assignments Friendly, courteous, professional attitude toward customers Cheerful, optimistic, friendly attitude toward other employees Demonstrate concern for excellence by the consistency of performance

Skills/Competencies

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Communication proficiency Customer/client focus Decision making Discretion Flexibility Leadership Problem-solving/analysis Results driven Teamwork orientation Technical capacity Organizational skills Time management Collaboration Performance management Business acumen

Supervisory Responsibility

- This position manages all department employees and is responsible for the performance management and hiring of the employees within that department.

Travel

- Travel is primarily local during the business day and evening, although some out-of-the-area and occasional overnight travel may be expected.

Requirements Education/Credentials

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2 to 4-year college degree OR equivalent work experience Minimum 7 years of related experience Minimum 5 years of supervisory experience Technical/Computer Skills

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Proficiency in MS Word, Excel, PowerPoint, Outlook, and computer database management systems Other Duties - These job responsibilities are not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. This franchise is independently owned and operated by a ServiceMaster Clean franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this location should be made directly to the franchisee, and not to The ServiceMaster Company, LLC.

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