What are the responsibilities and job description for the Supervisor, Exterior Facilities Services position at Emcor?
USM Services seeks a Supervisor, Exterior Facilities Services. This role will 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. This role serves as an operational point of contact between the client(s) and USM Account Management. The Supervisor, Exterior Facilities Services is 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.
- Act as a point of escalation for contractors, clients, and internal partners in order to achieve an effective resolution.
- Assign contracted services to team members for entry into work order management system.
- Ensure client-specific operational Service Level Agreements (SLAs) are achieved.
- Assess and implement continuous improvement initiatives.
- Review and approve payroll submission for team members.
- Demonstrate a genuine willingness to learn from feedback and experience, and change behavior as a result.
- Build and maintain relationships with both internal and external customers and work 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.
- Previous direct management experience of at least 5-10 people within the past 5 years (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 operating 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.
- Advanced/Expert level proficiency in Excel
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.
