Account Representative

What You'll Do:

Serve as primary client account manager for assigned client portfolio, interacting regularly with client management telephonically, electronically, and in person to ensure the highest level of client satisfaction

Evaluate all client requests for urgency, efficacy, and necessity to ensure that the client’s maintenance budget is allocated efficiently so as to satisfy service requirements while controlling discretionary scope expansion and preventing unnecessary spending

Manage all service requests by understanding the issue in context, assigning the appropriate resources for project completion, maintaining appropriate timelines, and communicating regularly with client and department leadership

Control the release of work requests to vendors to achieve monthly, quarterly, and annual financial objectives for the client and Lessen

Anticipate, take ownership of, and proactively manage client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutions

Developing and manage relationship with various client stakeholders including service location staff and their management, corporate functions, and the management offices for facilities-related programs and projects

Coordinate with and appropriately direct workflows among the client’s internal commodities and external service providers to ensure work is completed and accounted for per the client’s specifications

Prepare and deliver routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards

Proactively research, develop, and implement solutions to client requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process

Coordination with external third-party stakeholders including municipal governments, landlords, property associations, and other third-party vendors to resolve all facilities-related issues

Ensure full utilization of warranty provisions (both equipment and service) and evaluate lease terms to ensure that client funds are not spent on repairs for which another party is liable

Coordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activities

Fosters a positive team environment and may provide coaching or mentoring to team members

Ensures confidentiality and accuracy of internal and external data

Performs ad-hoc projects and other duties as assigned

Travel required up to 25%

What You'll Need:

Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

Problem Solving - Advanced

Learning Agility - Advanced

Customer Service- Advanced

Verbal Communication- Proficient

Written Communication - Proficient

Relationship Management- Proficient

Prioritization - Proficient

Team Work - Proficient

Role Specific Skills

Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required

Minimum Qualifications

Bachelor’s Degree

0-3 years of experience preferred

Other Relevant Qualifications

Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus

Why Lessen:
· Competitive compensation
· Health, Dental, Vision, Life, Disability options
· 401K retirement savings plan
· Paid vacation, federal and floating holidays
· Maternity/Paternity Pay
· Career advancement opportunities
· All the tools you'll need to be successful

Skills Required
Bachelor's Degree
Proficiency in Microsoft Word
Proficiency in Microsoft Excel
Proficiency in Microsoft PowerPoint
Proficiency in Microsoft Outlook
Problem Solving (Advanced)
Learning Agility (Advanced)
Customer Service (Advanced)
Verbal Communication (Proficient)
Written Communication (Proficient)
Relationship Management (Proficient)
Prioritization (Proficient)
Team Work (Proficient)
0-3 years of experience
Experience in facilities management, maintenance management, building engineering, or maintenance trades