Regional Client Services Manager - Northeast

ATIS Elevator Inspections, LLC

1d•$65,000 - $85,000•Hybrid

About The Position

The ATIS Group, comprising ATIS in the US and KJA in Canada, is a leading provider of elevator and escalator consulting, management, and inspection services across North America. With over 185 Qualified Elevator Inspectors (QEI) in the US and a global team of experienced consultants, ATIS assists clients with a wide range of services, including the design of new elevator installations, assessment of existing equipment, modernization needs, and management of maintenance and compliance. With offices throughout the US and Canada, ATIS is equipped to serve clients with single elevators or global corporations managing thousands of devices. The company values Agility, Teamwork, Integrity, and Service.

Requirements

Bachelor’s degree (BA) or equivalent
Two to four years related experience, or equivalent combination of education and experience
Strong organizational, problem-solving, and analytical skills
Ability to manage priorities, duties, tasks, and workflows associated with managing employees
Excellent customer service and interpersonal skills
Good judgement with the ability to make timely and sound decisions
Excellent written and verbal communication skills
Versatility, flexibility, and a willingness to work within constantly changing priorities
Proficient in use of Microsoft Office: Outlook, Word, Excel

Nice To Haves

Proficiency in NetSuite

Responsibilities

Responsible for all regional office administration and management, including staff support, office management, performance management processes, team communications, onboarding, Dayforce Administration, and retention of all current regional employees.
Support and manage all staff reporting into the offices they support.
Supervise, coordinate, and guide the activities and operations of local and remote Billers, Schedulers, Service Representatives, and other Office Support Staff in various roles.
Organize each assigned region/department to help run more smoothly as a cohesive team.
Establish and implement more efficient processes and procedures within teams and for individual team members.
Drive unparalleled performance and unequivocal commitment to ATIS’ Vision, Mission, and Values.
Supervise and advise local and remote team members to ensure they are providing timely and accurate service.
Work with direct reports and leadership to establish departmental and individual goals/KPIs.
Advise and guide assigned teams and individual team members to help reach and maintain KPIs.
Help each team member to understand his/her role within the team, so they can all reach team goals more quickly and efficiently.
Conduct regular one-on-one meetings and performance reviews with all direct reports.
Distribute workloads, organize, direct, and monitor daily activities of teams.
Monitor and provide feedback related to phone demeanor, technical accuracy, performance, and conformity to company policies as needed.
Monitor and analyze productivity of direct reports/teams and generate reports based on analysis.
Ensure direct reports are properly utilizing NetSuite Dashboard to track individual and departmental KPIs.
Answer questions from employees and clients within expertise; redirect to appropriate contact for assistance when needed.
Recommend corrective services to address customer complaints or performance needs.
Hire, train, motivate, and reward team members.
Approve/manage timecards in payroll system and communicate payroll and personnel changes/issues with appropriate parties.
Establish and maintain thorough knowledge of the Elevator Inspection industry.
Prepare reports and correspondence as needed/requested.
Ensure customer satisfaction in region, measured by customer surveys, churn, and new revenue.
Conduct regular regional meetings at a minimum of once per month and provide a summary to the manager.
Establish procedures, prepare and coordinate schedules, and expedite workflows.
Help maintain credit and rebills so that they are all done in a timely fashion.
Assist with billing if any of the Billers fall behind or may be out.
Maintain and balance the Inspectors monthly production summary spreadsheet.
Run month-end reports and submit to the Finance Director at the end of each month.
Assist AP with any portals that are not being maintained in a timely fashion.
Assist AP with any invoices, current or past due, that may need attention.
Review and bill key accounts.
Perform other duties as assigned, requested, or needed.