Account Representative

What You'll Do:

• 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 Lessen

• 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% 

What You'll Need:

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 

    

Minimum Qualifications  

• Bachelor’s Degree 

• 0-3 years of experience preferred 

 

    Other Relevant Qualifications 

• Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus