Account Manager - Chicago Heights, IL

Job Description

Job Description

Job Summary

Under the direction of the Operations Manager, the Account Manager is responsible for the daily janitorial oversight and management of one of our premier clients located in the Chicago Heights, IL Area. This role involves supervising and coordinating the activities of 20+ onsite employees to ensure the consistent delivery of services related to cleaning, safety, and maintenance as outlined in the contractual scope of work.

Shift: Monday - Friday 1PM - 10PM (requires flexibility)

Pay: $65K + Bonus Opportunity

Key Responsibilities

• Training & Development
• Train and develop all associates in their respective job roles to ensure consistent and standardized cleaning procedures.
• Identify and mentor high-potential associates to support succession planning and develop future leaders.
• Safety Compliance
• Conduct regular safety training sessions and complete safety audits to maintain a safe work environment.
• Customer Satisfaction & Engagement
• Serve as the primary point of contact for customer concerns, ensuring consistent communication and high levels of customer satisfaction.
• Investigate customer complaints, conduct follow-up calls, document findings, and recommend solutions to the Operations Manager and team.
• Operations & Quality Control
• Assign daily tasks to associates and inspect completed work to ensure it meets or exceeds Marsden's quality standards.
• Conduct regular building inspections to ensure compliance with company and customer expectations.
• Employee Relations
• Address associate concerns and partner with the Operations Manager and HR as needed to resolve issues in a timely and fair manner.
• Account Management & Support
• Assist with the successful start-up of new accounts, including meeting with the customer and supporting the initial onboarding process.
• Verify employee attendance and performance through timekeeping systems and site visits.
• Resource & Supply Management
• Order necessary supplies and equipment for each site to maintain operational efficiency.
• Budget Awareness & Labor Management
• Understand and monitor the labor budget for each assigned building, reporting on variances due to vacancies or other changes.
• Assist with staffing decisions and budget management to ensure cost-effective operations.
• Policy Enforcement
• Enforce all company policies and procedures to maintain consistent standards across all locations.
• Work Schedule & Travel
• Flexibility to work varied hours as needed but core hours for the role are Monday-Friday 830am-5pm.
• Daily travel between accounts is required; occasional travel to other markets may be requested.

Skills and Qualifications

• Leadership & People Management
• Demonstrates confidence in self and others.
• Inspires and motivates team members to perform at their best.
• Effectively influences others' actions and opinions.
• Open to feedback and gives appropriate recognition to others.
• Problem-Solving Abilities
• Identifies and resolves problems in a timely and effective manner.
• Gathers and analyzes relevant data to develop sound solutions.
• Maintains professionalism, even in emotionally charged situations.
• Communication Skills
• Strong written and verbal communication skills.
• Able to communicate clearly with associates, management, and clients.
• Industry Knowledge
• Technical knowledge of the building maintenance industry is a plus but not required.
• Training & Operational Proficiency
• Ability to complete and apply company training in the following areas:
• Train-the-Trainer methodologies
• Standard Operating Procedures (SOPs)
• Coaching and documentation of progressive discipline
• Supply ordering and inventory management
• Performing inspections and safety audits
• Use of eHub software for operations and workforce management
• Expense coding in Concur
• Conducting one-on-one sessions
• Handling interviews, suspensions, and terminations

Education and Experience

• Min 3 years of leadership experience, managing front line employees in a business setting
• Min 2 years of experience in the commercial cleaning industry is preferred

Business Conduct

• Demonstrates a strong commitment to upholding the company’s values and Code of Conduct .
• Promotes and maintains a culture of workplace safety , leading by example through safe work practices.
• Treats all coworkers with respect , handling conflict with professionalism and positive intent.
• Shows curiosity and accountability by asking questions to understand why and how work is done; actively supports and champions positive change when improvements are possible.
• Ensures personal compliance with the company’s published Operations Standards .

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change at any time with or without notice.

AAP/EEO Statement

Marsden Services and its affiliates provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, creed, ancestry, sexual or affectional orientation, marital or veteran status, color, religion, sex, national origin, age, disability, genetics, status regarding public assistance or any characteristic protected under federal, state, or local law.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation’s may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 50 pounds.