Position Information:
▪ Team: Operations
▪ Reports to: Account Manager
▪ Direct Report(s): None
▪ Location: Sales Office – Charleston, SC (On-Site)
▪ Key Relationships: Clients, Directors, AM’s, AC’s, Projects/Programs, Account Coordinators, Vendor Management/Recruitment, Suppliers/Supply Chain
Company Overview:
SMG Holdings is a leading provider of comprehensive facilities maintenance services, specializing in multi-site portfolios across North America. At SMG, we are dedicated to redefining excellence in facilities management by delivering innovative, scalable, and customized solutions that empower our stakeholders to thrive and service with confidence. We are committed to delivering exceptional customer experiences and maintaining long-term relationships with our clients. SMG’s steadfast commitment to quality, client-centricity enables us to create value and provide peace-of-mind through delivery excellence, allowing our clients to better align and focus on their core objectives.
Position Overview/Purpose:
The Account Coordinator at SMG Holdings supports the Account Manager in managing and enhancing client relationships, ensuring client satisfaction, and assisting in revenue growth. This role involves supporting the Account Manager with daily work order transaction processing, client communications, and ensuring service delivery aligns with our mission of excellence in facilities management.
A successful candidate will have a high-energy passion for customer experience/delivery excellence, exceptional rapport building skills, and a proven track record of outstanding customer satisfaction.
Responsibilities:
▪ Support the Account Manager in daily activities including monitoring and managing assigned client accounts to ensure adherence to KPIs and SLAs.
▪ Assist in dispatching Work Orders across the US, Canada, and abroad, ensuring they are sent to the most qualified service providers based on cost and quality.
▪ Collaborate in reviewing incoming quotes for accuracy and competitiveness, and drive the recruitment of services and procurement of multiple quotes to align with client expectations.
▪ Maintain the SMG client data integrity as it relates to service and support the Account Manager in ensuring compliance with contractual obligations and reviewing client processes.
▪ Communicate effectively with clients to provide updates, address inquiries promptly, and escalate important feedback within the organization as necessary.
▪ Work alongside your Client Success Manager and Strategic Account Managers to schedule and dispatch repair maintenance work orders, ensuring seamless service delivery based on cost and quality.
▪ Help monitor account health and customer satisfaction levels, supporting the Account Manager in identifying areas for improvement and potential business expansion.
Qualifications:
▪ 2+ years of experience in account management support, customer service, or related roles.
▪ Strong analytical and problem-solving abilities.
▪ Excellent communication and interpersonal skills, with the ability to work effectively as part of a team.
▪ High attention to detail and ability to act with urgency.
▪ Basic understanding and ability to analyze data for decision-making.
▪ Experience in the construction or facilities management industry is beneficial.
▪ Enthusiasm for delivering exceptional customer experience and willingness to go above-and-beyond expectations
▪ This role is required to participate in on-call weekend and overnight shifts, with the flexibility to select preferred shifts based on availability, first-come, first-serve on a monthly basis.
Other Skills:
▪ Proficient in Microsoft Suite including but not limited to PowerPoint, Word, Excel (Pivot Tables, navigating larger data sets).
▪ Data Analytics and Tools understanding and identifying action items from canned reporting tools.
▪ Industry WMS Systems Experience (Service Channel, Corrigo, Verisae, Fexa, Facilit, etc.) managing high volume transactions within WMS Systems and ensuring congruencies between SMG and client environment, a plus.
