Account Manager

Position Summary

On a daily basis you will be handling any client/vendor correspondences, working to find solutions to any client issues and managing other departments to ensure clients are experiencing a positive client-company relationship. You will be responsible for making sure client and vendor needs, as it pertains to the service work order, are being met and understood. You will be in charge of assigning new work orders to yourself for your assigned clients.

You will create and assign new dispatches to the Account Representative, Account Coordinators or to yourself when needed. You will monitor the client email distribution daily; reviewing, delegating and sharing to other departments as needed. Throughout the day you will actively be monitoring active/ongoing emergency tickets to ensure forward progress is taking place.

• Build strong client relationships to maintain and maximize volume.
• Communicate with clients and vendors to ensure the service work order is understood and can be completed accurately.
• Act in the client’s best interest, staying within allotted budget, and ensuring the needs of the service are met.
• Problem solve any client or vendor concern, while keeping track of all processes that pertain to the work order. Ability to be creative in problem solving without reliance on or guidance from superiors.
• Monitor client email distribution; review, delegate and share to other departments as needed.
• Actively monitor emergency tickets throughout the day to ensure forward progress is being made.
• Understand client rates; what is considered outside contracted rates in order to maximize margin and prevent future discrepancies while reviewing any quote submissions.
• Client account ownership within GEMS 2.0 by maintaining account summaries and sharing them with other departments as needed.
• Handle any client specific reports as laid out by Team Manager. Trend analysis for clients using views/reports.
• Actively monitor and resolve billing holds, challenges, and any client/vendor invoicing escalations.
• Proactively reach out to clients to check in, review any trends, provide periodic updates on team/company.
• Participate in client reviews and visits, lead onboarding calls with new clients.
• Assign new work orders to yourself for your assigned clients and create/assign new dispatches follow ups to AR/AC or self when needed.
• Full ownership of work orders and client accounts with the ability to handle client requests through to completion.
• Delegate work as needed to Account Representatives/Account Coordinators and disburse work when team member is out on PTO/Sick.
• Review escalated work orders daily and ensure a plan of action to resolve is put into place.
• Review Aging Report on recurring basis to distinguish jobs that need forward movement; partner with AR/AC as needed on next steps to get the work order moving along.
• Review proposals and approve margins within approval range; escalate margin review to next level as needed.
• Monitor overdue follow ups and escalate when you need assistance.
• Use of Third-Party Technology (3P) sites to update client as needed through life cycle of cases.
• Understand views, view creation, and cube use to develop time management and accomplish daily/weekly goals.
• Qualify costs and negotiate with the client &/or vendor to maximize margins.
• Sense of urgency to handle tasks timely and escalate as needed.
• Read, understand and filter in Excel.
• Understand all team accounts; knowledge of where to find needed information or contacts.
• Open communication to your direct superior if workload is overwhelming, assistance is needed, or workload is low and can assist with others’ tasks.
• Team/Dept/Company player, one for all and all for one mentality.
• Perform other related duties as assigned, including working occasional holidays, weeknights, and weekends.

• One year of experience working in a fast‑paced office environment.
• Time management:
  The ability to meet deadlines, prioritize, organize and manage multiple projects.
• Work well independently and as a team member in a fast‑paced office.
• Ability to exercise flexibility, initiative, and good judgment.
• Strong customer orientation and communication skills.
• Proficient understanding using Excel;
  Expertise experience using Outlook and Internet research tools.
• Demonstrated ability to consistently exceed the performance requirements of the position’s duties.
• High School/College experience or related industry experience.