Account Representative (Nights)

SMS Assist

Chicago, IL, US
  • Job Type: Full-Time
  • Function: Sales
  • Post Date: 03/29/2021
  • Website:
  • Company Address: 875 N Michigan Ave Suite 2800, Chicago, IL, 60611

About SMS Assist

SMS Assist is on a mission to deliver a better experience in the facilities management industry. We’re doing this by delivering optimum levels of quality, timeliness, and cost to more than 186,000 properties across retail chains, restaurant chains, banks, residential communities, and more. The industry knows us for our proprietary cloud technology, easy access to more than 20,000 vetted service providers, and a customer service organization available 24/7/365.

Job Description

Shift: M-F 1pm - 10pm

The Account Representative is responsible for the day to day delivery of facilities services to a number of major client sites within a geographic territory. This role plays an integral part in client account management, operational support, and financial success for the assigned client base. This role also works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations. The role is based at our corporate headquarters with travel to client sites as needed.


  • Evaluate and monitor recurring services to ensure that the client’s maintenance budget is adhered to so as to satisfy service requirements while controlling unwarranted scope expansion and preventing unnecessary spending
  • Create and manage work orders, holding vendors accountable for performance, on-time delivery, and budget adherence
  • •Anticipate, take ownership of, and proactively manage client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutions
  • Developing and manage relationship with various client stakeholders including service location staff and their management, corporate functions, and the management offices for facilities-related programs and projects
  • Coordinate with and appropriately direct workflows among the client’s internal commodities and external service providers to ensure work is completed and accounted for per the client’s specifications
  • Prepare and deliver routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards
  • Proactively research, develop, and implement solutions to client requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process
  • Coordinate with external third-party stakeholders including municipal governments, landlords, property associations, and other third-party vendors to ensure routine service delivery
  • Ensure full utilization of warranty provisions (both equipment and service) and evaluate lease terms to ensure that client funds are not spent on repairs for which another party is liable
  • Coordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activities
  • Manage certification of client’s assets as required by local and state law, including making payments, coordinating inspections, and scheduling certificate installation with service providers where necessary
  • Manage service records and information
  • Monitor complaints made by the client and work with the service provider to resolve the issue and make corrections to ensure the issue in the complaint doesn’t happen again in the future
  • Provide qualitative feedback and work with program managers to ensure that the scope of recurring maintenance programs is operationally and financially optimal, and assist with implementation of changes to those programs
  • Performs ad-hoc projects and other duties as assigned
  • Travel required up to 25%

Professional Skills
These are the professional skills we would expect from an individual fully established in this role.

  • Problem Solving - Advanced
  • Learning Agility - Advanced
  • Customer Service- Advanced
  • Verbal Communication- Proficient
  • Written Communication - Proficient
  • Relationship Management- Proficient
  • Prioritization - Proficient
  • Team Work – Proficient
  • Program Management - Proficient

Role Specific Skills

  • Possesses solid working knowledge of subject matter
  • Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required

People Management Skills

  • Not applicable to this role

Minimum Qualifications

  • Bachelor's Degree
  • 0-3 years of experience preferred

Other Relevant Qualifications

  • Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus


Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.


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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.