Summary The Account Representative is responsible for the day to day delivery of facilities services to a number of major client sites within a geographic territory. This role plays an integral part in client account management, operational support, and financial success for the assigned client base. This role also works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations. The role is based at our corporate headquarters with travel to client sites as needed. Responsibilities Serve as primary client account manager for assigned client portfolio, interacting regularly with client management telephonically, electronically, and in person to ensure the highest level of client satisfaction Evaluate all client requests for urgency, efficacy, and necessity to ensure that the client’s maintenance budget is allocated efficiently so as to satisfy service requirements while controlling discretionary scope expansion and preventing unnecessary spending Manage all service requests by understanding the issue in context, assigning the appropriate resources for project completion, maintaining appropriate timelines, and communicating regularly with client and department leadership Control the release of work requests to vendors to achieve monthly, quarterly, and annual financial objectives for the client and SMS Assist Anticipate, take ownership of, and proactively manage client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutions Developing and manage relationship with various client stakeholders including service location staff and their management, corporate functions, and the management offices for facilities-related programs and projects Coordinate with and appropriately direct workflows among the client’s internal commodities and external service providers to ensure work is completed and accounted for per the client’s specifications Prepare and deliver routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards Proactively research, develop, and implement solutions to client requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process Coordination with external third-party stakeholders including municipal governments, landlords, property associations, and other third-party vendors to resolve all facilities-related issues Ensure full utilization of warranty provisions (both equipment and service) and evaluate lease terms to ensure that client funds are not spent on repairs for which another party is liable Coordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activities Fosters a positive team environment and may provide coaching or mentoring to team members Ensures confidentiality and accuracy of internal and external data Performs ad-hoc projects and other duties as assigned Travel required up to 25% Professional Skills These are the professional skills we would expect from an individual fully established in this role. - Problem Solving - Advanced - Learning Agility - Advanced - Customer Service- Advanced - Verbal Communication- Proficient - Written Communication - Proficient - Relationship Management- Proficient - Prioritization - Proficient - Team Work - Proficient Role Specific Skills Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required Qualifications Minimum Qualifications - Bachelor’s Degree highly preferred - 0-3 years of experience Other Relevant Qualifications - Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice. SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law. #LI-JG1 #LI-HYBRID SMS Assist serves more than 186,000 commercial and residential properties nationwide. We connect property owners in industries like retail and restaurant with a dense Affiliate network that specializes in more than 45 trades like landscaping, plumbing, HVAC, and more. Our Customer Service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders on a daily basis. Every day we strive to provide the best service to our customers through an entrepreneurial spirit, a passion for service, teamwork, and integrity. We train for the present and prepare for the future with training programs for new employees and emerging leaders alike. We offer a game room, fitness center, bike garage, SMS Serves philanthropy program, company events, a fun location along Chicago’s Magnificent Mile, and more. SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago, and more.