Client Service Manager

City Wide Facility Solutions

4d

About The Position

The Client Services Manager (CSM) develops and maintains relationships with current national and preferred accounts. The role is responsible for the scheduling, problem resolution and overall contractor vetting and account management of an assigned book of business. In support of City Wide’s National Business and in support of our Franchisees, CSM is responsible for achieving quality control leadership and day to day management of assigned national accounts. The CSM is also responsible for the identification, onboarding, compliance maintenance and overall relationship between Arete Facilities Management and each of their independent contractors.

Requirements

• Minimum 3-year customer service experience
• Professional and adaptable to changing priorities and project requirements.
• Proficient in Microsoft word, email and excel.
• Able to keep up with a fast-paced work environment.
• Bilingual (Spanish and English)

Responsibilities

• Serves as the primary point of contact for assigned national accounts
• Meets assigned targets set forth in the Master Service Agreement of each national account
• Proactively manages client satisfaction objectives, financial targets, and contractor pay rates.
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis
• Manages client complaints to ensure Client Complaint Policy is fully utilized
• Responsible for identifying, selecting, and working with Independent Contractors to ensure client needs are met and the full scope of work is completed
• Achieves metrics set forth and agreed upon by Director, Arete Facilities Management.
• Schedules, coordinates, and leads regular business meetings with assigned independent contractor.
• Maintains professional communication with clients, Franchisees, and Home Office employees.
• Provides any necessary supervision and/or training to newly hired Client Service Coordinators and provides support to direct report as needed.
• Proactively communicates and works with other departments outside of Arete operations to ensure month end client billing and payables are properly and timely reconciled for client accounts and vendors.

Benefits

• City Wide offers a competitive salary, including commission and bonus, for this position.
• In addition, we offer a comprehensive benefits package to include medical, dental, vision and PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed