Account Services Representative, Sr. jobs in Yakima, WA

SUMMARY: The Account Director is responsible for the overall execution of contract deliverables, client satisfaction, and financial performance of their assigned accounts.

PRIMARY FUNCTIONS AND RESPONSIBILITIES:

• Acts as the single point of contact for all client issues and related items.

• Manages the P&L performance of contracts including reviewing monthly account financial reports for accuracy and to drive continuous improvement.

• Participates in weekly/monthly KPI, P&L, operations and repair and maintenance calls.

• Leads weekly one on one meetings with all direct reports.

• Develops and executes strategy for delivering quality services for all client locations including developing monthly visit calendar to provide routine contact with customers and QA Managers, as well as supervise account operations.

• Plan, execute and bill for wet work projects, utilizing FSM and Corrigo Systems.

• Conduct Account Director visitation report of at least twenty (20) stores per week; meet clients and provide subsequent reports to direct reports and customers.

• Drives add on sales including weekly and monthly project work for new or existing customers in or around their area of responsibility and train QA Managers on the same.

• Tracks and trends data to support performance management needs (established KPI’s and SLA’s).

• Responds to requests from the customer within 1 hour and communicates with them, the action plan to resolve any issues/requests within 24 hours.

• Update Account Manager including store inspection reports, submit and approve Expense reports via Concur for direct reports, if applicable.

• Review weekly Corrigo Interactive Voice Recognition (IVR) reports.

• Demonstrates effective communication skills and interpersonal skills with all levels; communicates updates to Subs, Customers and Managers. (Recaps, weekly summary reports, etc)

• Demonstrates and maintains an extremely high regard for confidential and sensitive information.

• Makes recommendations to client contact and implements or guides implementation of new and/or modified systems and programs.

• Meets with client contact and customer administrative and supervisory staff; as well as contractors to plan and organize programs, systems policies and/or procedures as it relates to new or modified services.

• Monitors flow and quality of work to assure timely completion of workload and adherence to company and facility's standards and regulations.

• Submit all equipment repair requests for approval same day.

• Assigns work to staff and should prepare to assume the Quality Assurance Manager position if/and when called upon.

• Monitors work performance and prepares and/or reviews performance evaluations for direct reports.

• Interviews independent contractors to receive and analyze bids as needed for subcontracted services with the approval of the VP of Operations.

• Complete professional development courses through company paid Culture Wise Program.

• Conducts visits or ride alongs with direct reports in person on a quarterly basis or more frequently if needed.

• Performs other related duties as assigned by management.

• Handles issues in the field or request from the customer as necessary.

REPORTING RELATIONSHIPS:

Reports to Regional Director of Operations.

Position directly supervises: Quality Assurance Managers

QUALIFICATIONS:

KSAs (Knowledge, Skills and Abilities)

· Ability to communicate effectively in written format and oral presentations.

· Ability to read, comprehend, and transmit complicated detailed instructions in writing and orally.

· Ability to multi-tasks and establish priorities.

· Ability to maintain organization in a changing environment.

· Exhibits initiative, responsibility, flexibility and leadership.

· Thorough knowledge of contract administration and office procedures.

· Ability to use working knowledge of working environment to meet established goals and objectives.

· Demonstrates willingness to travel extensively as business needs dictate.

· At least 5 years of responsibility at a director level or 7 years of management experience in the facility services industry and marketplace

· Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook.

· At least 2 years of floorcare or janitorial management experience.

EDUCATION/CERTIFICATION:

· Bachelor's Degree (BA) from four-year college or university

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

· Continually required to stand and walk

· Frequently required to bend, stoop, and kneel.

· Must be able to lift and/or move 50 pounds.

· Ability to communicate orally with customers, vendors, management, and other co-workers is crucial. Regular use of the mobile smart phone and e-mail for communication is essential.

· Hearing and vision within normal ranges is essential for normal conversations, to receive ordinary information, and to prepare or inspect documents.

· 90% travel, mostly car travel which requires the ability to sit in a car for extended periods of time.

Job Type: Full-time

Pay: $76,870.00 - $86,521.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Experience:

• janitorial management: 5 years (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: On the road