Account Manager

Job Title: Account Manager

Job Type: Contract-to-Hire

Schedule: Monday-Friday 8am-5pm

Work Location: Austintown, OH, Hybrid, 3 days on site, 2 days work from home (Training: roughly 1 month 100% on site)

Pay Rate: $22-$26

Responsibilities:

• Assist in leading informational sessions to update the department initially and continually on client changes and expectations, including client specific department guidelines and processes.
• Updating customer contacts and site managers via phone and/or email, and customer websites with continuous real time work order information as needed.
• Respond and assist resolution of client complaints, issues, and concerns during normal and afterhours situations.
• Proactively monitor open and high-priority work orders in a 24/7/365 environment.
• Professionally answer incoming service call requests from customers via telephone, email, and various systems.
• Assist in day-to-day coordination and completion of client work to service expectations.
• Schedule and lead data, agenda, and intent of client Quarterly Based Reviews, Annual Based Reviews, and conference calls.
• Provide insights into profit/loss analysis on clients within your scope.
• Apply internal reports to benchmark client performance.
• Understand, communicate, and enforce contract knowledge, i.e., SLA’s/KPI’s, contracted scope of services.
• Initiate and drive contract anniversary and change order amendments.
• Identify and deploy areas of opportunity for account growth and profitability.
• Support client project requests including capital programs and upgrades.
• Assist larger account operations team with backlog items due to absence, overflow, etc.
• Review financial information to prepare and adjust operational budgets to promote profitability and approve costs.
• Review Accounts Receivables for clients within scope and follow tools and processes to meet goals.
• Utilize multiple systems to access, change or input information regarding service requests and other issues.
• Research and resolve issues using available resources.
• Communicate and coordinate with internal departments.
• Understand and execute procedures accurately with prioritization.
• Generate and access databases and reports as deemed necessary by management.

Minimum Requirements:

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred
• 2+ years of account coordination, facilities, or related experience
• Proficiency in Microsoft Office and other standard business applications
• Customer service or service industry experience preferred
• Strong communication, interpersonal, and organizational skills
• Detail-oriented with the ability to multitask and prioritize in a fast-paced environment
• Able to work effectively in a team setting and build professional relationships with coworkers, vendors, clients, and management
• Demonstrates professionalism, sound judgment, honesty, and integrity
• Maintains a positive attitude and adapts well to change
• Strong problem-solving skills with the ability to respond with urgency, follow through thoroughly, and remain effective under pressure
• Able to provide clear direction and communicate responsively with clients and internal teams