Regional Client Services Manager - Northeast

Regional Client Services Manager - Northeast

ATIS Elevator Inspections, LLC

Salary: $65,000 - $85,000 per year

Job type:
Full-time

The ATIS Group, with ATIS in the US and KJA in Canada, is the premier elevator and escalator consulting, management, and inspection business operating across North America. We provide inspection services for more than 185 Qualified Elevator Inspectors (QEI) in the US and have a global team of industry veteran consultants. With offices throughout the US and Canada, we support clients ranging from single elevator installations to global corporations with thousands of devices.

Agility. Teamwork. Integrity. Service.

This position is responsible for all regional office administration and management. It includes staff support, office management, performance management processes, team communications, onboarding, Dayforce administration, and retention of all current regional employees. The Manager will support and manage all staff reporting to the offices they support.

Supervises, coordinates, and guides the activities and operations of local and remote Billers, Schedulers, Service Representatives, and other Office Support Staff. Organizes each assigned region/department to run more smoothly as a cohesive team. Establishes and implements more efficient processes and procedures within teams and for individual members. Drives performance and commitment to ATIS’s Vision, Mission, and Values.

The Regional Office Manager reports directly to the Chief Operating Officer – US Inspections and works with other ATIS Managers and Human Resources on a regular basis.

• Supervise and advise local and remote team members to ensure timely and accurate service.
• Work with direct reports and leadership to establish departmental and individual goals/KPIs.
• Advises and guides assigned teams and individuals to help reach and maintain KPIs.
• Help each team member understand their role within the team to reach team goals more 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 on phone demeanor, technical accuracy, performance, and conformity to company policies.
• Monitor and analyze productivity of direct reports/teams and generate reports.
• Ensure direct reports properly use Net Suite Dashboard to track KPIs.
• Answer questions from employees and clients within expertise; redirect to appropriate contacts when needed.
• Recommend corrective services to address customer complaints or performance needs.
• Hire, train, motivate, and reward team members.
• Approve and manage timecards in payroll system; 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 the region, measured by customer surveys, churn, and new revenue.
• Conduct regular regional meetings at least once per month and provide summary to manager.
• Establish procedures, prepare and coordinate schedules, and expedite workflows.

• Help maintain credit and rebills in a timely fashion.
• Assist Billers who fall behind or may be out.
• Maintain and balance the Inspectors’ monthly production summary spreadsheet.
• Run month-end reports and submit to Finance Director each month.
• Assist AP with any portals that are not maintained timely.
• Assist AP with invoices, current or past due, that need attention.
• Review and bill key accounts.

Other duties as assigned, requested, or needed.

This position operates in a professional office environment with the option for a hybrid schedule after probationary period.

Minimal travel required. May include visits to regional offices, company functions, and potential acquisitions.

• Bachelor’s degree (BA) or equivalent.
• Two to four years of 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 judgment with the ability to make timely and sound decisions.
• Excellent written and verbal communication skills.
• Versatility, flexibility, and willingness to work within constantly changing priorities.
• Proficient in Microsoft Office:
  Outlook, Word, Excel.
• Proficiency in Net Suite, preferred.

• Initiative
• Ethics
• Business Acumen
• Time Management
• Organization
• Communication
• Customer Service
• Attention to Detail