National Accounts Relationship Manager

Description

• Creation of applicable work-orders because of low scores
• Oversees cross functional work areas targeted to resolve issues raised by customers
• Resolve customer service issues to consistently meet departmental benchmarks.
• CSR Calls to each location within portfolio and create applicable work orders as a result of low scores.
• Preparing report and sending survey
• Coordinating all emergency or additional service request for national account clients
• Produce operational and customer service reports as needed or requested by the customer.
• Receipt and creation of work orders.
• Manage national account customers to ensure renewal of account.
• Act as the first point of contact for clients in matters of customer service.
• Management of work-order resolution process through CleanTelligent Work Order System.
• Work order management in various portals (Corrigo, Service Channel, Service Insight/VAWS, New Seasons/GoFMX)
• Manage all customer service functions for the client.
• Follow-up to ensure satisfactory completion of any additional or corrective work when necessary.
• Develops and implements process and procedures to improve operational efficiency
• Obtaining feedback from office and updating client on the plan of resolution
• Fulfilling supply orders on occasion.
• Involved with monthly conference calls with various clients and facility managers.
• Fielding phone calls from clients with negative experiences and initiating resolution
• Onboarding new locations for existing customers.
• Providing weekly/monthly reports (by client) to the field, reflecting franchisees performance
• Routing of work-orders and service issues to JPI regional office for solution

Requirements

• 5+ years of experience in an Account Manager, Account Specialist, Customer Service Representative, or related role
• Sense of urgency for goal achievement with varied activities and multiple, simultaneous projects. Must be able to multi-task in a fast-paced environment.
• Excellent written and oral communication skills
• The ability to problem solve, ensuring excellent client experience and communication
• Track record of success in sales, customer service and account management, consistently exceeding sales, client satisfaction and client retention goals

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance