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Description
About Us:
USM, a wholly owned subsidiary of EMCOR Group, Inc., is a leading provider of essential facilities maintenance services, including interior and exterior services and electrical, mechanical and plumbing services, to national and regional commercial customers that maintain multi-site portfolios across wide geographic areas. With its highly developed proprietary network of over 11,000 service partners, USM delivers consistent facilities maintenance services across a nationwide footprint for approximately 150 customers in over 80,000 locations in all 50 states, Puerto Rico, and Canada.
Job Title: Supervisor, Exterior Services
Job Summary:
Manage the day-to-day activities and performance of a team that plans and ensures execution of services for exterior facilities meets and exceeds customer expectations. Serve as an operational point of contact between the client(s) and USM Account Management. Responsible for ensuring that contractor services are coordinated efficiently and effectively and for responding to customer service requests electronically and/or over the telephone in a complete and timely manner
Essential Duties and Responsibilities:
Provide day-to-day coaching and counseling to a team of representatives which will vary significantly based on seasonal demand and weather related events
Establish regular and ongoing communication with client’s Facilities Management team, as well as internal colleagues (i.e. - Field Quality Control)
Conduct monthly “close” review in collaboration with Finance group
Acts as a point of escalation for contractors, clients, and internal partners in order to achieve an effective resolution'
Assigns contracted services to team members for entry into National Accounts System
Ensures client specific operational Service Level Agreements (SLAs) are achieved
Assess and implement continuous improvement initiatives
Review and approve payroll submission for team members
Demonstrates a genuine willingness to learn from feedback and experience, and change behavior as a result
Builds and maintains relationships with both internal and external customers and works with them to meet or exceed their expectations
Qualifications:
Minimum BS/BA degree in Business related field or the equivalent in education and work experience
Must have previous direct management experience of at least 5 -10 people within the past 5 years HIGHLY Preferred. (Call center management experience preferred)
Must have flexibility and adaptability in work schedule in order to serve a broad base of clients in multiple time zones with locations operations seven days a week. Must be able to work nights, weekends, and holidays
Experience in Landscaping/Snow Removal and building repair and maintenance, or the trades, such as HVAC, Floor Care, Electrical, Plumbing, and/or Roofing preferred
Bi-lingual communication skills (Spanish/English) a plus
Advanced/Expert level proficiency in Excel
Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here (https://recruiting.ultipro.com/EMC1002EMCGI/JobBoard/cc563430-39f7-4c82-bdfe-62f295bd857a/?q=&o=postedDateDesc&w=&wc=&we=&wpst=) . Please check our available positions to confirm that a post or email is genuine.
EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process – it is probably fraudulent.
We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled