Account Manager/Operations

Job Description

Position Title: Account Manager/ Franchise Operations

Position Type: Full-time, non-exempt

Schedule: 36 or more hours per week including day, evening, weekends, overtime or on-call

Compensation: $68,000- $75,000 per year (base + bonus)/Benefits package

Employer Description

OctoClean is an enterprise whose purpose is to transform the janitorial industry through empowering and enabling successful franchise owners. We encourage aspiring business owners to take their first steps toward financial and personal freedom by investing in a franchise with OctoClean. As a member of our OctoClean corporate team, you would play an exciting and integral role in executing this vision! Our energetic and collaborative staff is focused on growing our customer base and creating programs that thrill our customers and franchisees. If you are creative, enjoy a challenge, and are willing to work hard in order to see a direct impact from your efforts, then OctoClean may be the right fit for you!

OctoClean is an equal Opportunity Employer. Please visit www.octoclean.com to learn more about us.

The ideal candidate has experience in Janitorial leadership, a hands on customer service approach, and a proven track record of client retention.

Some day to day tasks and responsibilities include:

• Visiting customers with franchisees to improve relationships and to identify opportunities for additional services and contract renewals.
• Visit customers with franchisees to respond to complaints/concerns and find a solution.
• Visit customers with franchisees on a scheduled basis to inspect quality of work and reporting back to Operations Team using app based systems.
• Communicate with Operations Team consistently and professionally to ensure cohesion between training department, customer service and franchise relations.
• Working with Operations and Franchise Support Teams to walk new accounts with franchisees for assignment.
• Other assigned duties.

RESPONSIBILITIES

• CUSTOMER SERVICE
• Proactive inspections of client accounts
• Build customer relations
• Handle client requests and issues
• Attend all initial walk-throughs with new accounts
• Recommend solutions to customers when considering canceling service
• Maintain client accounts with a goal of 99% or greater account retention
• Maintains relationships with contracted cleaning companies
• Conduct training classes

QUALIFICATIONS

• SUPERIOR customer service skills
• Professionalism
• Team player - works well within a team environment
• Top notch organizational skills
• Can effectively prioritize multiple tasks
• Self Starter - can work unsupervised
• Excellent written and verbal communication abilities
• Communications skills - bilingual English & Spanish preferred
• Ability to work nights as needed (rare)
• Bachelor’s degree required
• 3 years Janitorial or service business experience
• 1 year leadership experience
• Travel (driving) up to 85% of work hours
• Utilize Hubspot CRM software effectively.
• Utilize app-based inspection programs to collect data regarding service results and maintain detailed written and/or electronic records of inspection documentation
• Identify opportunities for contract renewal and upgrades (Bonus structure)
• Identify opportunities to upsell carpet and floor care services to existing customers and provide proposals for approval (Bonus Structure)

Qualifications:

Required

• Bachelors degree.
• (3) year of Janitorial or service business experience.
• Proven record of delivering high performance by achieving results individually and through a managed team
• Proficiency with computers and ability to quickly learn software, web-based programs, and apps
• Proficiency in Google Tools
• Skill in obtaining Information through observations, inspections, and interviews
• Bilingual (English/Spanish) Preferred
• Valid CA driver’s license, clean DMV record, and reliable transportation is REQUIRED
• 2 Letter(s) of Recommendation (Two (2) current, dated and signed letters within the last 3 years.)

Desired

• Someone that is hard working and honest
• Coachable and has a wiliness to learn new ways of doing things
• Ambitious and has a desire to be part of a dynamic team of cleaning geeks.
• Experience working in hospitals/healthcare facilities
• Healthcare experience or education
• Necessary Skills, Knowledge, and Abilities
• Communicates effectively, both verbally and in writing (emails and reports)
• Strong organizational skills, with ability to manage competing demands
• Able to work independently and with a team
• Knowledge of standard client expectations for janitorial service
• Ability to train and coach a team
• Ability to set and manage team schedules, administer time/attendance systems, maintain accurate employee records
• Able to coach and motivate personnel to achieve overall customer satisfaction and exceed quality standards
• Strong customer service skills and the ability to build effective working relationships
• Excellent problem-solving skills
• Can quickly and tactfully respond to customer emergencies, requests, and issues
• Strong leadership skills, able to manage multiple employees to complete implied tasks on budget and schedule.

Desired Qualities:

• Professional, personable, positive, and enthusiastic
• Kind and works well with others
• Proactive, self-motivated and dedicated
• Reliable, punctual, and adept at meeting deadlines
• Requires little supervision
• Investigative, thorough, and detail-oriented
• Desire to build rapport with customer and franchisees
• A high degree of passion for enhancing and maintaining standards of quality, service and operational excellence
• Confidence to approach and engage others, especially in mediating real or probable conflict
• Welcomes constructive criticism and opportunities for growth

Physical Demands:

• Frequent standing, walking, climbing stairs, bending and squatting is required
• Frequent sitting at a desk/computer for periods of time is required
• Lifting of 40 lbs or more

Job Types: Full-time, Part-time

Pay: $68,000.00 - $75,000.00 per year

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Supplemental pay types:

• Quarterly bonus

Travel requirement:

• Up to 75% travel

Application Question(s):

• Please attach 2 Letters of Recommendation. ( Letter must be signed and dated within the last 3 years)
• Do you have a clean DMV record and can provide proof?

Education:

• Bachelor's (Preferred)

Experience:

• Account management: 3 years (Required)

Shift availability:

• Day Shift (Required)

Willingness to travel:

• 75% (Preferred)

Work Location: On the road

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