Account Manager at Leo Facilities Maintenance – Ridgefield, Connecticut

About Leo

Leo is a portfolio of trusted service companies operating under one brand. Our family includes Academy Locksmith, Firstline Lock & Door, First Choice Facilities, Caliber, CLM, Impact, and others - all Powered by Leo. By operating as one team, we invest in our people, systems, and shared ways of working, while continuing to support the local teams and relationships that define our businesses. The result is consistent, reliable service and more opportunity for our people to grow and make an impact.

Summary

Account Managers lead the Service Department in providing support to our Clients & Service Team to ensure effective communication, smooth workflow, and service delivery. This position requires both a keen attention to detail and a strong ability to multi-task as daily duties vary. This position will be onsite at our office in Ridgefield, CT.

Job Responsibilities

• Handle quote requests from clients as well as emails from company personnel.
• Monitor work orders and report to clients with completion notes, photos, and service detail.
• Communicate via phone and email with clients, Technicians, Service Managers and departments on various topics relating to job progress, service workflow and process.
• Update & submit client forms, service notes, via email or web portal, upload documents as needed.
• Create, maintain & submit company and customer reports, lists, and logs for various topics at varied frequency.
• Review and retain requirements of client contracts to alleviate bottlenecks in workflow and to ensure service delivery on all KPI’s and SLA’s.
• Follow up on Aged Invoices for assigned Clients.
• Review service work orders and quotes that do not meet margin expectation.
• Provide support and guidance to department coordinators, billing agents and estimators.

Proficiencies

• Demonstrated experience in customer service, ability to provide white glove service to customers.
• Strong communication skills with a problem-solving attitude.
• Goal oriented, results driven, quick thinker.
• Proven flexibility and dependable performance, willing to go above and beyond for clients.

Education/ Experience

• High school education or GED required; Associates and/or Bachelor’s degree preferred.
• Experience in HVAC and/or facilities management (plumbing, electrical, etc.) is strongly preferred.