Account Manager

Job Description

Company Overview

Established in 1952, Marsden Services offers comprehensive facility services to clients nationwide. We provide clients with high-quality and professional services including janitorial, security, HVAC, calibration, emergency response, and facility management services. Our hiring philosophy is rooted in the idea that we want our employees to grow and be successful with our organization. We believe in our employees. We invest in our employees. A career at Marsden means a career that will support your growth.

Summary

Marsden Services is seeking an Account Manager oversees a team executing a high level of customer care a key account in Columbus, OH. Furthermore, this leader will drive the Leadership Engagement Growth & Safety (LEGS) strategy of the Company. The Account Manager supervises and coordinates activities of associates, including safety and maintaining the contracted scope of work in accounts under their book of business.

Through strong communication and company support, the Account Manager will focus on five key areas:

Leadership – Demonstrate leadership and retaining the right people to support the growth of our companies.

Employee Engagement – Engaging and having direct contact with our workforce every day to create a great employee experience.

Customer Engagement – Creating “Raving Fans” of our clients through positive customer relationships.

Growth – Identifying opportunities that improve our client’s services and deliver growth.

Safety - Proactively lead safety initiatives to ensure a safe work environment for all employees.

Key Responsibilities

Responsible for the day-to-day management of the branch office, including client relations, new job startups/transitions of new accounts, and employee relations.

Responsible for ensuring client relations are maintained within Marsden standards, including regular contact with clients, proactive problem resolution, and oversight regarding daily client issues.

Day to day operations of the branch, specifically coaching, developing, and guiding the branch staff to perform efficiently and effectively. Provide direct supervision of staff, ensure company policies and procedures (including reports and other measurement tools) are in place and being followed, administer coaching and disciplinary actions, and provide support to branch staff in execution of their job duties

Will take a leading role in ensuring profitability, maintaining responsibility and control of all financial impacts to the branch and company, including daily and weekly overtime and training expenses. Monitor daily and weekly reports and take timely corrective action to ensure compliance with policies and that responsible staff members are performing to expectations.

Oversees the wage and salary administration for personnel, pursuant to corporate policies and procedures.

Attend and actively participate in management meetings within region and at corporate. Observe operations and make suggestions for improved efficiency as appropriate, including providing ideas and plans for growth and improvements within the assigned portfolio, branch or companywide.

Assists the Operations Manager in planning on both a short-term and long-term basis, for future operational growth and expansion.

Directs and administers the core operation of the branch, providing guidance and support on all operational issues related to client relations (payroll and billing resolution, recruiting, and hiring, service issues, etc.).

Will monitor and direct the administration of operating expenses in all areas (e.g., labor, uniforms, and training) where they pertain to ongoing operative profitability. Will also monitor direct costs on a constant basis and reports on these issues to the Operations Manager.

Skills and Qualifications

Must have a coaching mindset and be a champion of your team

Clearly and effectively formulate directions for others, effectively conveying expectations and what success looks like

Build authentic relationships within the organization, with customers, and with the community

Strong employee and client focus

Clearly demonstrates sound decision making, and creative problem-solving skills

Demonstrated ability to execute on established objectives and key results

Possess personal qualities of integrity, credibility, and commitment to organizational values

Exceptional communication, organizational and interpersonal skills, with strong ability to make decisions

Proficient written and verbal English communication

Ability to work in a fast-paced environment with changing priorities

Upholds organizational values

A college degree or certificate is strongly preferred

Qualifications and Experience Required

Minimum of 3 years of management experience. Must have experience managing front line service employees

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

Ability to speak effectively before groups of customers and employees

High school diploma or GED required

Business Conduct

Commits to behave in compliance with the Company’s values and Code of Conduct.

Builds a culture of work safety and lead by example with one’s own safe behavior.

Ensure one’s own compliance with the Company’s published Operating Standards.

Treats co-workers with respect and approaches conflict with positive intent and professionalism.

Asks questions to understand why we do what we do and how we do it – champions change when improvements can be made.

Physical Demands

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle or feel objects and tools or controls; reach with hands and arms; climb, stoop, kneel or crouch; talk or hear; and taste or smell. The employee must regularly lift and/or move up to 15 pounds and frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

EEO Statement

Marsden Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, creed, ancestry, sexual or affectional orientation, marital or veteran status, color, religion, sex, national origin, age, disability, genetics, status with regard to public assistance or any characteristic protected under federal, state or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This is a full-time position. Hours vary and typically occur outside of normal business hours with early morning, evening, and overnight work. A pre-employment drug screen and criminal background check are required. Position requires use of personal vehicle with a monthly car allowance.

Full-time