Account Manager- Inland Empire

POSITION SUMMARY

Account Manager will report to the Regional Manager and is responsible for the efficient and effective management of our customer service contracts for a designated book of business assigned within the region. Provide consistent proactive management and oversight of service deliverables to the customer based upon details as outlined within individual contractual service contracts. Position will have responsibility to ensure quality of services, education and awareness of additional service needs for value-add services to assigned customer base. All-inclusive with consistent communications both internally and externally to ensure professional timely completion of all contracted work. This includes but not limited to relationship building, networking, furthering education, mentoring, and training. This role has a requirement to be available and on call to handle such requests seven (7) days a week .

MAJOR RESPONSIBILITIES

Responsible POC (Point of Contact) for all sites and clientele within the region. Establish a relationship with owners, property managers, customers, independent contractors, vendors, service providers Build network of customers who rely upon the services that USS provides and looks towards additional added value services that keep the customers coming back for additional operational support of your region within the USS platform. Responsible for oral and written communication between all related parties to ensure accurate service results Provide professional courtesy by proactive communications and respectful timely replies to all parties involved for quality service results by calls / texts and E-mails promptly Site Visits / Site Inspections Responsible to perform site visits to ensure service delivery is meeting client's satisfaction Responsible to document site visits and provide necessary updates to clients on the service delivery found on site(s) Locate opportunities that will offer up VAS (value add) opportunities Responsible to identify and inform clients of any concerns, hazards or liabilities found on site Work Execution / SOW Understanding Strong understanding of regional routing and knowledge of which teams are responsible to the assigned contracts. Ensure contracts specifications are reviewed with USS Ops. Manager for In-House team assignment Ensure contracts specifications are reviewed with IC (Independent Contractors) or VP (Vendor Partners) Review site plans or site maps upon commencement of new contract. Review Service Notes upon commencement of new contract and see that Notes on existing contracts are updated and accurate. New site startup and organization of work commencement. Contract and coordinate with vendor partners and sub-contractors to ensure a successful new site kickoff. Be present on site when new jobs begin to ensure success. Customers with IVR Requirements Ensure vendor partner or USS Team members know this is a requirement when applicable Provide service providers and / or operational managers with necessary instructions on "How To" Ensure they have proper credentials for the specific client in need Help with their operational success using various IVR applications. Account Managers will be relied upon to hold field teams accountable for use of required call/check in / out procedures. If there are areas of improvement AM will be responsible to work with Corporate Account Manager and Customer Service teams to ensure improvements to abide by the customer contract obligations. Ensure each week or month they get the new required work orders or PM numbers for proper success. Bidding & Processing VAS tickets Provide accurate quotes utilizing approved formats to clients where approved margins have been calculated to ensure gross profit goals. Using approved formats, prepare clear, concise proposals for client approval. Pricing must meet approved margins and ensure that gross profit goals are achieved. Retain all documentation from contractors for bid requests Responsible to enter VAS tickets timely as needed for invoice processing each month Data Management / Client Contacts & E-mails Responsible to keep company data base updated with current customer, site contact, site notes, service schedule/frequency and pricing information Runs reports for comparison to job schedule and job costing tools Identifies errors with data and communicates those to customer service support for correction AVP Portal / Service Level Changes / Vendor Partner or Operator changes Responsible to enter and all changes into AVP portal This includes service level changes with contract approval Vendor partners and operator changes are required to be done in the AVP portal Customer Service / Complaint follow ups / Service Inquiries Effectively, timely, and professionally communicate internally with colleagues and externally with clients as required Account Manager (AM) is responsible for all aspect of client satisfaction. Prompt follow up with customer issues / complaints and execute corrective actions in the field and close the loop effectively and timely If clients have questions or concerns it is Account Manager (AM) responsibility to provide resolution and effective solutions to prevent recurrence through ICE format. Elevate to Regional Manager as well as assigned sales teams all customers complaints that satisfaction cannot be achieved If a service cancelation is received it is the responsibility of the Account Manager (AM) to immediately investigate the issue and contact the client as well as the assigned sales teams to discuss the concern to see if it can be turned around Promote site walks for accounts and customers within your assigned region with Sales Team, Subordinates, Vendors and Customers to ensure service deliverables are met and to satisfy the customers contractual requirements if client questions work performed New Vendor Partners / Working with Compliance Dept. Responsible to assist your region by sourcing qualified vendors to perform work at an acceptable standard and price Facilitate and source new vendors within region and assist to interviewed and vet new resources prior to submitting contractor into the New Vendor Portal for Compliance Dept. to bring them on board as an approved contractor Required to assist in the process in conjunction with compliance Dept. as requested Emergencies / Afterhours Requests Responsible to engage promptly if you were part of the contacted team members. You are the designated POC in this circumstance Promptly is defined within 1-1.50 hours of the request to communicate back to the requestor with solutions/resolutions for inquiry. If an inquiry comes to you but is out of your regional responsibility, it remains your responsibility to see the request over immediately to a team member who can assist if it is something that requires other personnel or management to provide resolution. Staff Management (This may or may not be applicable to the Region) Responsible for selection, hiring, on-boarding, initial and on-going training, and termination of USS staff. Ensure that staff members follow USS policies and procedures. Administer corrective actions, when necessary. Prepare and present staff evaluations to include schedules and time frames for performance improvement and/or expansion of skill set as appropriate. Monitor progress to ensure success. Ensure that work is scheduled and routed efficiently and that staff members are meeting contractual obligations within the budgeted time frames. Update scheduling spreadsheets to reflect current conditions. Business Development Participate in direction of business development personnel to help grow the region. Employ relationships with assigned clients to explore opportunities for new sites and/or new service lines on existing sites. Assist with pricing of Corporate Accounts as requested. Attend Industry association functions as requested by USS Management and Sales Team.

QUALIFICATIONS

Position-Specific Skills Strong self-starter, proactive, takes initiative and exercise good judgement Strong time management, task management, organization, and prioritization skills Dependable, ethical, and honest. Ability to maintain a high level of confidentiality and exercise discretion. Performs work accurately with high attention to detail. Strong quantitative and analytical skills

• can think and reason to solve a problem.

Strong writer with grammatical fluency and ability to format documents using various software. Works gracefully under pressure and deadlines; ability to multi-task, ability to focus and meet strict deadlines. Enjoys a fast-paced environment; flexible as needed. Establishes good rapport and cooperative relationships inside and outside the organization. Ability to work independently and effectively in a team environment. Ability to accurately determine material, labor, and equipment usage rates for projects and routine contracted services Ability to recognize and identify bid profit opportunities through observation and experience Leadership Skills Influences others to get things done. Partners and works effectively across functional areas. Encourages team collaborations Takes responsibility and ownership of personal job responsibilities Trains, mentors, and coach employees for success Technical Skills Prefer intermediate Excel (i.e., filters, conditional formulas, formatting of information) Technical Writing. Intermediate Word and Outlook. Introduced to DocuSign but Proficient is preferred Proper organization of files and E-mails at server level Education/Training High School Diploma Driver's license

• Active and clean record Associates or bachelor's degree in a related field preferred.

Ability to guide, direct, and coordinate multiple projects Ability to read, analyze, and fill out reports and documents Ability to apply mathematical and analytical skills Bilingual in Spanish a plus Must satisfactorily pass the pre-employment background screening process.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Fast-paced environment with some moderate office level of noise and frequent interruptions. Must be able to perform administrative work and sit for extended periods of time. Must be able to drive and be on the road and in the field for extended periods of time Can lift 25-50 lbs.

EXPECTATIONS & DEVELOPMENT

As a team member of the company, we expect you to be accountable for your actions, to challenge existing processes and to grow both professionally and personally. This means having the willingness to claim 100% ownership for results, both individually and collectively with others and to "think outside of the box and take-charge mentality" when it comes to processes, policies, and strategies. It also requires seeking out new knowledge and skills and assisting others in growing similarly. Account Manager

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POSITION SUMMARY

Account Manager will report to the Regional Manager and is responsible for the efficient and effective management of our customer service contracts for a designated book of business assigned within the region. Provide consistent proactive management and oversight of service deliverables to the customer based upon details as outlined within individual contractual service contracts. Position will have responsibility to ensure quality of services, education and awareness of additional service needs for value-add services to assigned customer base. All-inclusive with consistent communications both internally and externally to ensure professional timely completion of all contracted work. This includes but not limited to relationship building, networking, furthering education, mentoring, and training. This role has a requirement to be available and on call to handle such requests seven (7) days a week .

MAJOR RESPONSIBILITIES

Responsible POC (Point of Contact) for all sites and clientele within the region. Establish a relationship with owners, property managers, customers, independent contractors, vendors, service providers Build network of customers who rely upon the services that USS provides and looks towards additional added value services that keep the customers coming back for additional operational support of your region within the USS platform. Responsible for oral and written communication between all related parties to ensure accurate service results Provide professional courtesy by proactive communications and respectful timely replies to all parties involved for quality service results by calls / texts and E-mails promptly Site Visits / Site Inspections Responsible to perform site visits to ensure service delivery is meeting client's satisfaction Responsible to document site visits and provide necessary updates to clients on the service delivery found on site(s) Locate opportunities that will offer up VAS (value add) opportunities Responsible to identify and inform clients of any concerns, hazards or liabilities found on site Work Execution / SOW Understanding Strong understanding of regional routing and knowledge of which teams are responsible to the assigned contracts. Ensure contracts specifications are reviewed with USS Ops. Manager for In-House team assignment Ensure contracts specifications are reviewed with IC (Independent Contractors) or VP (Vendor Partners) Review site plans or site maps upon commencement of new contract. Review Service Notes upon commencement of new contract and see that Notes on existing contracts are updated and accurate. New site startup and organization of work commencement. Contract and coordinate with vendor partners and sub-contractors to ensure a successful new site kickoff. Be present on site when new jobs begin to ensure success. Customers with IVR Requirements Ensure vendor partner or USS Team members know this is a requirement when applicable Provide service providers and / or operational managers with necessary instructions on "How To" Ensure they have proper credentials for the specific client in need Help with their operational success using various IVR applications. Account Managers will be relied upon to hold field teams accountable for use of required call/check in / out procedures. If there are areas of improvement AM will be responsible to work with Corporate Account Manager and Customer Service teams to ensure improvements to abide by the customer contract obligations. Ensure each week or month they get the new required work orders or PM numbers for proper success. Bidding & Processing VAS tickets Provide accurate quotes utilizing approved formats to clients where approved margins have been calculated to ensure gross profit goals. Using approved formats, prepare clear, concise proposals for client approval. Pricing must meet approved margins and ensure that gross profit goals are achieved. Retain all documentation from contractors for bid requests Responsible to enter VAS tickets timely as needed for invoice processing each month Data Management / Client Contacts & E-mails Responsible to keep company data base updated with current customer, site contact, site notes, service schedule/frequency and pricing information Runs reports for comparison to job schedule and job costing tools Identifies errors with data and communicates those to customer service support for correction AVP Portal / Service Level Changes / Vendor Partner or Operator changes Responsible to enter and all changes into AVP portal This includes service level changes with contract approval Vendor partners and operator changes are required to be done in the AVP portal Customer Service / Complaint follow ups / Service Inquiries Effectively, timely, and professionally communicate internally with colleagues and externally with clients as required Account Manager (AM) is responsible for all aspect of client satisfaction. Prompt follow up with customer issues / complaints and execute corrective actions in the field and close the loop effectively and timely If clients have questions or concerns it is Account Manager (AM) responsibility to provide resolution and effective solutions to prevent recurrence through ICE format. Elevate to Regional Manager as well as assigned sales teams all customers complaints that satisfaction cannot be achieved If a service cancelation is received it is the responsibility of the Account Manager (AM) to immediately investigate the issue and contact the client as well as the assigned sales teams to discuss the concern to see if it can be turned around Promote site walks for accounts and customers within your assigned region with Sales Team, Subordinates, Vendors and Customers to ensure service deliverables are met and to satisfy the customers contractual requirements if client questions work performed New Vendor Partners / Working with Compliance Dept. Responsible to assist your region by sourcing qualified vendors to perform work at an acceptable standard and price Facilitate and source new vendors within region and assist to interviewed and vet new resources prior to submitting contractor into the New Vendor Portal for Compliance Dept. to bring them on board as an approved contractor Required to assist in the process in conjunction with compliance Dept. as requested Emergencies / Afterhours Requests Responsible to engage promptly if you were part of the contacted team members. You are the designated POC in this circumstance Promptly is defined within 1-1.50 hours of the request to communicate back to the requestor with solutions/resolutions for inquiry. If an inquiry comes to you but is out of your regional responsibility, it remains your responsibility to see the request over immediately to a team member who can assist if it is something that requires other personnel or management to provide resolution. Staff Management (This may or may not be applicable to the Region) Responsible for selection, hiring, on-boarding, initial and on-going training, and termination of USS staff. Ensure that staff members follow USS policies and procedures. Administer corrective actions, when necessary. Prepare and present staff evaluations to include schedules and time frames for performance improvement and/or expansion of skill set as appropriate. Monitor progress to ensure success. Ensure that work is scheduled and routed efficiently and that staff members are meeting contractual obligations within the budgeted time frames. Update scheduling spreadsheets to reflect current conditions. Business Development Participate in direction of business development personnel to help grow the region. Employ relationships with assigned clients to explore opportunities for new sites and/or new service lines on existing sites. Assist with pricing of Corporate Accounts as requested. Attend Industry association functions as requested by USS Management and Sales Team.

QUALIFICATIONS

Position-Specific Skills Strong self-starter, proactive, takes initiative and exercise good judgement Strong time management, task management, organization, and prioritization skills Dependable, ethical, and honest. Ability to maintain a high level of confidentiality and exercise discretion. Performs work accurately with high attention to detail. Strong quantitative and analytical skills

• can think and reason to solve a problem.

Strong writer with grammatical fluency and ability to format documents using various software. Works gracefully under pressure and deadlines; ability to multi-task, ability to focus and meet strict deadlines. Enjoys a fast-paced environment; flexible as needed. Establishes good rapport and cooperative relationships inside and outside the organization. Ability to work independently and effectively in a team environment. Ability to accurately determine material, labor, and equipment usage rates for projects and routine contracted services Ability to recognize and identify bid profit opportunities through observation and experience Leadership Skills Influences others to get things done. Partners and works effectively across functional areas. Encourages team collaborations Takes responsibility and ownership of personal job responsibilities Trains, mentors, and coach employees for success Technical Skills Prefer intermediate Excel (i.e., filters, conditional formulas, formatting of information) Technical Writing. Intermediate Word and Outlook. Introduced to DocuSign but Proficient is preferred Proper organization of files and E-mails at server level Education/Training High School Diploma Driver's license

• Active and clean record Associates or bachelor's degree in a related field preferred.

Ability to guide, direct, and coordinate multiple projects Ability to read, analyze, and fill out reports and documents Ability to apply mathematical and analytical skills Bilingual in Spanish a plus Must satisfactorily pass the pre-employment background screening process.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Fast-paced environment with some moderate office level of noise and frequent interruptions. Must be able to perform administrative work and sit for extended periods of time. Must be able to drive and be on the road and in the field for extended periods of time Can lift 25-50 lbs.

EXPECTATIONS & DEVELOPMENT

As a team member of the company, we expect you to be accountable for your actions, to challenge existing processes and to grow both professionally and personally. This means having the willingness to claim 100% ownership for results, both individually and collectively with others and to "think outside of the box and take-charge mentality" when it comes to processes, policies, and strategies. It also requires seeking out new knowledge and skills and assisting others in growing similarly.