About this role:

This position is responsible for the management of an assigned client portfolio. Responsibilities include the scheduling and coordination of work orders for clients, consistent communication with clients and employees throughout the workday as to job completion and progress, management of project and entertainment budgets, providing leadership to Facility Service Technicians and Plumbers, preparing of client invoices upon the completion of all work orders and projects, preparing contracts for subcontractors, and adding support to Construction and Project Managers.

In this role, you will:

• Review communication to ensure adherence to Service Level Agreements set by customers, contractors, and corporate standards across all client accounts

• Take incoming calls & email requests from clients and schedule according to SLA’s
• Acquire an understanding of the capabilities of service technicians
• Understand the different billing procedures for each individual client
• Track the location of technicians, job statuses, and project needs
• Get daily status reports from employees on the progress of jobs
• Daily communication to clients on job progress
• Scheduling of subcontractors as needed
• Submittal of invoices to client within SLA timelines
• Identify the staffing needs necessary for the team
• Ordering materials necessary for completing tasks
• Collaborate with field technicians daily to update job statuses and reschedule tasks as necessary
• Establish priorities for emergency dispatching
• Maintain client/work order data in software system; including timely and accurate updates with internal notes.
• Ability to analyze situations promptly and to determine proper course of action
• Accomplish all work in accordance with predetermined deadline
• Issuance of purchase order numbers
• Submit and manage approved monthly client entertainment budgets
• Manage project budgets on a daily basis
• Participate in any other relevant/appropriate training programs as requested by the company
• Establish and maintain effective working relations with all employees and clients
• Ensure employees are informed of job schedule and scope of work prior to commencement
• Maintain electronic filing system
• As required/requested, be prepared to carry out other duties and responsibilities, and assist other company personnel
• Actively pursue written goals on a monthly, quarterly, and yearly basis.
• Actively pursue career relevant education
• Work with Field Managers and Project Managers to prepare estimates for clients, per Company timelines

Requirements & Position Expectations:

• Manage a designated volume of work orders on a monthly basis; which may vary based on Company requirements
• Meet or exceed a specified revenue threshold per month; which may vary based on Company requirements
• Perform all tasks with a sense of urgency to meet or exceed SLAs
• Respond to clients within 30 minutes
• Maintain approved monthly budget 
• Must be a quick learner.
  • Must remain “coachable” and have a strong desire to learn.

• Strong Customer Service Orientation.
• Maintain a positive and resilient outlook, even in the face of challenges.
• Nurture a positive work environment, at all times.

Key Competencies:

• Multi-tasking 
• Planning & Organizing
• Teamwork 
• Excellent Communication Skills
• Accountability
• Detail Oriented 
• Flexible 
• Goal and Results Driven 
• Reliable 
• Professional Phone and Email Etiquette 
• Ability to obtain the necessary information via verbal and/or written direction.
• Ability to work under stressful conditions and to successfully handle stressful situations effectively
• Utilization of fundamental management concepts and principles, encompassing delegation and motivation

Qualifications:

Minimum

• Associates degree or equivalent in related field
• Proficient in Microsoft 365 products (Office, Word, Excel, Outlook, Power Point)
• Knowledge of office administrative procedures
• Basic accounting knowledge
• Knowledge of construction trades
• Ability to operate standard office equipment, systems, and software.
• Stable work history