OBJECTIVE

The Client Services Manager (CSM) develops and maintains relationships with current national and preferred accounts. The role is responsible for the scheduling, problem resolution and overall contractor vetting and account management of an assigned book of business. In support of City Wide’s National Business and in support of our Franchisees, CSM is responsible for achieving quality control leadership and day to day management of assigned national accounts. The CSM is also responsible for the identification, onboarding, compliance maintenance and overall relationship between Arete Facilities Management and each of their independent contractors.

ESSENTIAL FUNCTIONS

Serves as the primary point of contact for assigned national accounts
Meets assigned targets set forth in the Master Service Agreement of each national account
Proactively manages client satisfaction objectives, financial targets, and contractor pay rates.
Proactively assesses, clarifies, and validates customer needs on an ongoing basis
Manages client complaints to ensure Client Complaint Policy is fully utilized
Responsible for identifying, selecting, and working with Independent Contractors to ensure client needs are met and the full scope of work is completed

ADDITIONAL RESPONSIBILITIES

Achieves metrics set forth and agreed upon by Director, Arete Facilities Management.
Metrics can include but not limited to client satisfaction, ancillary revenue, territory margin and client retention.
Schedules, coordinates, and leads regular business meetings with assigned independent contractor.
Maintains professional communication with clients, Franchisees, and Home Office employees.
Provides any necessary supervision and/or training to newly hired Client Service Coordinators and provides support to direct report as needed.
Proactively communicates and works with other departments outside of Arete operations to ensure month end client billing and payables are properly and timely reconciled for client accounts and vendors.

Requirements

Minimum 3-year customer service experience
Professional and adaptable to changing priorities and project requirements.
Proficient in Microsoft word, email and excel.
Able to keep up with a fast-paced work environment.
Bilingual (Spanish and English)

WORKING CONDITIONS

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Sedentary work for extended periods is common; frequently required to stand, walk, type on a keyboard, and sit for prolonged periods in an office setting. Manual dexterity required for the use of common office equipment (e.g., computers, phones, mobile devices, etc.). Hearing and vision within normal ranges is essential for conversations, to receive ordinary information and to prepare or inspect documents and/or work of others.
Minimal lifting of up to 10 lbs. may be required occasionally.
Regular travel by airplane and automobile in conducting business is required.

DISCLAIMER: The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

Benefits

City Wide offers a competitive salary, including commission and bonus, for this position. In addition, we offer a comprehensive benefits package to include medical, dental, vision and PTO.

Client Service Manager

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