Account Manager

Account Manager

The Account Manager provides first-level support for our clients as part of the Program Management Team that is committed to excellence and enhancing the client experience. The Account Manager will schedule facilities services which may include exterior services like landscaping, lot sweeping and snow removal or interior break-fix services like HVAC or plumbing services. The Account Manager will secure and manage vendor partners and adhere to the clients' Service Level Agreements (SLAs) utilizing their customer service skills, ability to work independently and strong attention to detail. The opportunity for growth from this position has no limits!

The Account Manager will:

Deliver exceptional client experiences by taking ownership of your accounts, demonstrating follow through on every detail, providing timely updates, communicating clearly, maintaining thorough documentation and ensuring satisfaction across every interaction.

Drive operational excellence through careful coordination of services utilizing vendor partners and internal teams to ensure work is completed accurately and on time.

Examples of Areas of Responsibility:

• Proficiently meet the demands of multiple external and internal clients – opportunity to interact with multiple departments and levels of management.
• Troubleshoot issues with client for immediate resolution – problem solving is business critical.
• Handle complex customer inquiries – taking accountability for delivering solutions.
• Provide timely and effective follow through – organization and communication are essential.
• Coordinate projects with vendor partners from start to completion.
• Effectively manage client(s) service requests and accounts via the phone, service portals and email
• Communicate and guide our vendor partners through the work order process to assure they have checked into the site, completed the work, and checked out of the site.
• Create and submit service proposals via clients' respective applications.
• Respond to client concerns and requests in a timely efficient manner; provide thorough updates internally/externally.
• Maintain all notes via the Work Order Platform for manager follow up.
• Ensure that service providers are following processes and returning all required documentation for trade/work performed
• Routinely check-in with service providers to confirm that contract standards are being maintained.
• Source and secure vendor partners as needed to cover your portfolio of sites, ensuring the vendor partners meet our standards.
• Escalate all matters not within the Account Manager guidelines to an Account Lead or Program Manager.

Requirements:

• Strong client relationship building skills
• High level of commitment to customer service and teamwork
• Organizational skills, including attention to detail and accuracy
• Excellent written and verbal communication skills, including by telephone
• Ability to operate independently, under pressure, to perform multiple concurrent tasks and responsibilities, and to deal with changing priorities while maintaining personal effectiveness
• Proficient in Microsoft Office specifically Outlook, Excel & Word
• Minimum of 1-3 years customer service-related experience
• High School Diploma or GED required; college degree preferred

Ferrandino & Son Inc. is a national facility maintenance and construction services company providing our clients with superior service. Our employees are provided comprehensive benefit options including Medical, Dental, Vision, Life Insurance, 401(k) with company match and more! We provide for learning and development of our team based on their job function and opportunities for growth. Come be a part of our growing team! For more information, visit us at:

Ferrandino & Son Inc is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity