Account Manager

Account Manager (49348) – US&S, Inc.

The Account Manager is responsible for the full oversight and management of a large janitorial contract and ensures that the client’s environment is safe, clean and sanitized through the applied use of best practices for cleaning and sanitizing. The Account Manager serves as the primary point of contact for the client, coordinates and monitors the work of the contract’s team of janitorial staff, and ensures all tasks are completed efficiently and to the highest standard.

The Account Manager initiates adjustments to schedules and workflow in response to routine and non-routine issues, provides daily management of the work team, and engages in quality assurance activities to meet or exceed client expectations. The Account Manager works collaboratively with the operations management team to maintain smooth contract operations.

• Reports directly to the Operations Manager.

• Internal – Janitorial Operations Management Team, On Site Team Members, Human Resources Team, Administrative Staff.
• External – Clients and Client Representatives, Vendors.

• Direct and supervise assigned contract’s team of janitorial staff members.
• Ensure adequate staffing.
• Schedule, instruct, assign workflows and tasks, and review the work of assigned team members.
• Initiate the adjustment of schedules and workflow in response to routine and non-routine issues in order of priority and staffing needs.
• Assist with the selection and effective onboarding/orienting of new staff.
• Train new janitor/custodians on job methods & procedures, proper use of cleaning equipment and chemicals, best practices for cleaning various types of facilities and surfaces, and working safely; ensure staff are trained prior to performing job functions and that the training is properly documented and maintained.
• Monitor the work of team members to ensure that they are following established cleaning procedures and protocols as well as complying with safety regulations and procedures.
• Motivate and engage team members; communicate effectively with team.
• Appropriately manage staff performance; provide feedback, ongoing training, and assistance to team members as needed.
• Effectively respond to employee concerns and/or problems; proactively recommend appropriate corrective action measures as needed.
• Administer performance evaluations in accordance with US&S procedures.
• Develop cleaning schedules and ensure that all cleaning tasks are completed on time and to the required standard.
• Appropriately prioritize work tasks; adapt in a timely manner and re-prioritize as circumstances, unforeseen events, and/or client need may require.
• Demonstrate excellent customer service skills.
• Represent US&S in a positive and professional manner.
• Nurture and develop strong professional relationship with client; work effectively with the client to address any issues or concerns.
• Report, investigate, respond to, and resolve client grievances immediately.
• Perform quality inspections on an ongoing basis and make corrective actions in a timely manner.
• Ensure janitorial staff wear their uniforms at all times on the premises.
• Ensure team members employ appropriate protocols for optimizing safe working conditions.
• Recognize and intervene when unsafe behaviors are exhibited and/or unsafe conditions are present.
• Ensure site is secured as appropriate.
• Observe appearance and condition of premises and equipment; report any repairs needed, safety hazards or conditions requiring outside vendor services.
• Ensure all equipment and chemicals are utilized in a safe manner and according to directions, Safety Data Sheets and training.
• Ensure team members are in compliance with US&S clothing guidelines and requirements (e.g., slip resistant and closed toe shoes, etc.) and utilizing proper PPE at all times.
• Facilitate regular safety training with staff members (and appropriately maintain necessary documentation).
• Assist team members in performing all janitorial duties as needed.
• Perform general administrative work as required.
• Complete checklists, basic reporting, and so on.
• Ensure timesheets reflect actual hours worked by…