Title: Account Manager (Client Service Focused)
Location: Allen, TX
Duration: Full Time
About the Company
Optimize Search Group is seeking a Client Service-focused Account Manager for our client located in Allen, TX. The ideal candidate must be fluent in both English and Spanish.
About the Role
As an Account Manager, you will play a crucial role in ensuring the smooth and efficient functioning of our client's operations department. You will be responsible for monitoring the daily operations and maintenance of our client's customer locations, creating schedules, conducting inspections, handling complaints, and assisting with independent contractor change-outs. Your primary objective will be to maintain client satisfaction while keeping our independent contractors informed and motivated to deliver high-quality services and minimize client cancellations.
Responsibilities
Schedule Creation
- Create a daily schedule for visiting locations/clients 30 to 45 days in advance, using AirTable as a resource.
- Review AirTable to identify overdue locations that require inspections and plan routes based on clusters of locations/clients in the same city or area.
- Aim to minimize travel time between locations, ensuring distances are no more than 25 to 30 minutes apart.
- Adjust daily schedule to visit clients when complaints are received on follow-ups that require immediate attention.
Regular Inspections
- Conduct inspections for each location every 30 to 45 days, following the inspection list in AirTable.
- Strive to complete a minimum of 8 inspections per day, with flexibility depending on timing.
- Allocate inspection time ranging from 15 to 45 minutes based on the square footage of each location.
- Utilize the inspection form as a template during onsite inspections to assess the performance of independent contractors.
- Share the completed inspection form with all staff, and contractors via the inspection text group, and attach it to the contractor's profile in AirTable.
- Monitor contractors' inspection scores in AirTable to identify high-performing contractors and areas for improvement.
- Address any identified issues with contractors, working collaboratively with them and the client to find solutions.
Change Outs
- Initiate a change out process when a new contractor is required due to repeated complaints or client requests.
- Collaborate with the recruiter to find available replacement contractors, both internally and externally due to client or contractor request.
- Contact the selected contractor to arrange a walkthrough with the client, discuss concerns, and obtain relevant information.
- Negotiate the contractor's rate within approved margins while ensuring contractor motivation and excitement.
- Assist in procuring quality contractors to add to the hiring pipeline.
- Complete the change form in AirTable to document the contractor change-out process and starting date.
- Update access codes, total square footage, cleaning frequency, revenue, cleaning days and time, and important notes.
Walk Throughs
- Conduct walk-throughs with new contractors to meet clients, discuss materials, building access, and address client concerns.
- Ensure the contractor provides necessary cleaning chemicals, while the client provides re-stocking consumables etc.
- Accompany the contractor during a property walkthrough to familiarize them with the assigned cleanable areas.
- Assist the sales team occasionally by participating in startups on new locations.
- Assist with measuring facilities or locations for adjustments or add-ons, ensuring accurate square footage calculations.
Upselling
- Identify opportunities for upselling additional services during inspections and walk-throughs.
- Observe client needs and suggest relevant services provided by our client beyond their current service package.
Complaint Handling and Customer Satisfaction
- Copy customer complaints into AirTable and record the date and time of receipt. Use the complaint form.
- Contact customers to gather additional details about the complaint and assure them that the issue will be resolved.
- Inform contractors about the complaint, request resolution timelines, and follow up to ensure satisfactory completion.
- Communicate with the operations to ensure proper follow-up and resolution.
- Call customers to confirm issue resolution and overall satisfaction, documenting the outcome in AirTable Prospect Communication Log Tab and on the Complains Grid moved to the correct stage.
Qualifications
- High school diploma or equivalent.
- Previous experience in operations, facilities management, or a similar role preferred.
- Customer-facing role.
Required Skills
- Excellent organizational and time management skills.
- Fluent in Spanish and English.
- Strong attention to detail.
- Ability to multitask and prioritize tasks effectively.
- Good interpersonal and communication skills.
- Self-motivated and able to work both independently and as part of a team.
- Valid driver's license and willingness to travel for onsite visits.
Preferred Skills
- Familiarity with commercial cleaning services or the janitorial industry is advantageous.
- Proficient in using AirTable and other relevant software applications.
Position Type and Expected Work Hours
- This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. but may be flexible as agreed upon between executive management and employee. On call availability and periodic additional time including nights and weekends or as job duties demand.
Travel Requirements
- This position requires heavy day time travel across the DFW metroplex. Travel is 85% of the job.
Required Education and Experience
- High school diploma or equivalent.
- Previous experience in operations, facilities management, or a similar role preferred.
Preferred Education and Experience
- Familiarity with commercial cleaning services or the janitorial industry is advantageous.
- Proficient in using AirTable and other relevant software applications.
Required Skills and Qualifications
- Excellent organizational and time management skills.
- Strong attention to detail.
- Ability to multitask and prioritize tasks effectively.
- Good interpersonal and communication skills.
- Self-motivated and able to work both independently and as part of a team.
- Valid driver's license and willingness to travel for onsite visits.
Equal Opportunity Statement
- The physical demands described here are representative of those that are typical of the job and must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is occasionally required to stand, walk, sit, use hands to type, handle objects, tools or controls, reach with hands and arms, climb stairs, talk or hear.