Account representative serp_jobs.h1.location_city

Company Overview

Established in 1952, Marsden Services offers comprehensive facility services to clients nationwide. We provide clients with high-quality and professional services including janitorial, security, HVAC, calibration, emergency response, and facility management services. Our hiring philosophy is rooted in the idea that we want our employees to grow and be successful with our organization. We believe in our employees. We invest in our employees. A career at Marsden means a career with a Company that will support your growth.

Job Summary

The Account Manager is expected to provide a world class customer experience as the single point of contact for the client in the healthcare industry. The Account Manager will provide the client with high levels of communication and engagement, as well as consistent inspections and timely deficiency corrections. The Account Manager is not to “own” the relationship with each local location within the national account, but to ensure we “own” the relationship with the client key decision makers to protect our national business. Needs to ensure consistent back office set ups (e.g. work order) ensure strong and proactive customer engagement at each customer location (for the entire job) through QBRs. Be the point of escalation for any issues or complaints (for the entire job).

Key Responsibilities

• Create and maintain an organizational structure and contact list to align operational responsibility
• Review inspection scores by site monthly. Ensure deficiencies are corrected. Deficiencies to be closed in our system and with the customer so the completion is validated. Improve operations manager compliance with inspections and quality.
• Report any negative client feedback and / or poor Marsden management performance to Executive Sponsor, COO, CSO and VP National Accounts.
• Train operations on client processes and systems. E.G. work order management varies and the PM needs to help navigate the submissions across the network for the client and internal staff

Mold their culture into our culture.

Review work order compliance and progress. Goal is 99% on time close rate.

Also include emergencies and how we respond

Not just the PM responding, but setting up inboxes / call-centers to handle local and regional requests

Data collection and reporting

Onboarding – KEY POSITION IN THE ONBOARDING PROCESSS – know ALL elements of the job

Track and monitor

Proactive Communication with the customer

Change order form and proper submission protocol and approval process

Business Conduct

Skills and Qualifications

Education and Experience Required

Education and Experience Preferred

Travel

Daily. Regional travel across the San Fernando Valley. A company van will be provided.

EEO

Marsden Services 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 with regard to public assistance or any characteristic protected under federal, state or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.