POSITION SUMMARY
The Account Manager is responsible for the full oversight and management of a large janitorial contract and ensures that the client’s environment is safe, clean and sanitized through the applied use of best practices for cleaning and sanitizing. The Account Manager serves as the primary point of contact for the client. The Account Manager coordinates and monitors the work of that contract’s team of janitorial staff members and sees that all tasks are completed efficiently and to the highest standard. He/she ensures that all needed cleaning equipment, supplies, and required PPE are available, provided to, and utilized by staff members. The Account Manager initiates adjustments to schedules and workflow in response to routine and non-routine issues as they arise, provides daily management of his/her work team, and engages in quality assurance activities to ensure that client expectations are met or exceeded. The Account Manager works collaboratively with the operations management team to maintain the smooth operations of the contract.
Reporting Relationships
- Reports directly to the Operations Manager.
Other Key Relationships
Internal:
- Janitorial Operations Management Team
- On Site Team Members
- Human Resources Team
- Administrative Staff
External:
- Clients and Client Representatives
- Vendors
ESSENTIAL JOB FUNCTIONS
Through the employee’s own efforts, and the coordination of others, the employee accomplishes the following essential functions:
1. Direct and supervise assigned contract’s team of janitorial staff members. • Ensure adequate staffing.
- Schedule, instruct, assign workflows and tasks, and review the work of assigned team members.
- Initiate the adjustment of schedules and workflow in response to routine and non-routine issues in order of priority and staffing needs.
- Assist with the selection and effective onboarding/orienting of new staff.
- Train new janitor/custodians on job methods & procedures, proper use of cleaning equipment and chemicals, best practices for cleaning various types of facilities and surfaces and working safely. Ensure staff are trained prior to performing job functions and that the training is properly documented and maintained.
- Monitor the work of team members to ensure that they are following established cleaning procedures and protocols as well as complying with safety regulations and procedures.
- Motivate and engage team members; communicate effectively with team.
- Appropriately manage staff performance; provide feedback, ongoing training, and assistance to team members as needed.
- Effectively respond to employee concerns and/or problems; proactively recommend appropriate corrective action measures as needed.
- Administer performance evaluations in accordance with US&S procedures.
2. Develop cleaning schedules and ensure that all cleaning tasks are completed on time and to the required standard.
3. Appropriately prioritize work tasks; adapt in a timely manner and re-prioritize as circumstances, unforeseen events, and/or client need may require.
4. Demonstrate excellent customer service skills.
- Represent US&S in a positive and professional manner.
- Nurture and develop strong professional relationship with client; work effectively with the client to address any issues or concerns.
- Report, investigate, respond to, and resolve client grievances immediately.
- Perform quality inspections on an ongoing basis and make corrective actions in a timely manner.
- Ensure that janitorial staff wear their uniforms at all times on the premises.
5. Ensure team members employ appropriate protocols for optimizing safe working conditions.
- Recognize and intervene when unsafe behaviors are exhibited and/or unsafe conditions are present.
- Ensure site is secured as appropriate.
- Observe appearance and condition of premises and equipment; report any repairs needed, safety hazards or conditions requiring outside vendor services.
- Ensure all equipment and chemicals are utilized in a safe manner and according to directions, Safety Data Sheets and training.
- Ensure team members are in compliance with US&S clothing guidelines and requirements (e.g., slip resistant and closed toe shoes, etc.) and utilizing proper PPE at all times.
- Facilitate regular safety training with staff members (and appropriately maintain necessary documentation).
6. Assist team members in performing all janitorial duties as needed.
7. Perform general administrative work as required.
- Complete checklists, basic reporting, and so on.
- Ensure timesheets reflect actual hours worked by employees.
- Monitor and minimize overtime.
- Respond to and reports all injuries, near misses, and other relevant incidents per our Incident Reporting process; assist in safety investigations and write incident reports as needed.
- Maintain a system for ensuring (and securing) adequate inventory of supplies.
- Maintain on-site equipment; replace broken or worn equipment in a timely manner.
8. Ensure compliance with applicable federal, state and local laws and regulations. Adheres to all Company policies and procedures (including, but not limited to, those prescribed in the US&S Employee Handbook and the US&S, Inc. Safety and Health Program Manual), as well as client requirements.
9. Attend meetings and trainings as appropriate to maintain and enhance job knowledge and skills.
10. Receive and respond to inquiries, concerns, complaints and requests for assistance regarding areas of responsibility.
11. Other job duties as assigned.
COMPETENCIES
1. Customer Service Orientation: Demonstrates concern for satisfying US&S’s external and/orinternal customers. Responds appropriately to client concerns or requests. Informs the client that he/ she is willing to work with them so that their needs are met. Presents a cheerful, positive manner with clients. Maintains and communicates a positive “can do” attitude.
2. Leadership & Independent Judgment: Effectively and proactively directs operations, activities or performance to achieve, with others, the organizational mission, values and goals. Takes initiative to make recommendations to others including management so that goals can be achieved efficiently.
3. Attention to Detail and Thoroughness. Ability to inspect the quality of work performed and ensure thorough completion. Consistently completes work with little or no supervision. Is present, punctual and committed to doing the best job possible.
4. Results Orientation: Has a strong sense of urgency about solving problems and getting work done. Focuses on the desired result of one’s own or one’s unit’s work, setting challenging goals, focusing effort on the goals and meeting or exceeding them.
5. Managing Performance: Takes responsibility for one’s own or one’s employees performance by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
6. Developing others: Delegates responsibility and develops others by coaching and training. Provides helpful specific feedback to others. Gives people assignments that will help develop their abilities. Regularly meets with employees to review their development progress. Recognizes and reinforces people’s developmental efforts and improvements.
7. Relationship Building – Has the ability to connect and influence a large and diverse group of people; is seen as a bridge builder and someone who is “good to work with;” can build and maintain meaningful professional relationships.
8. Orientation Toward Safety: The ability to recognize and initiate the minimization of safety risks, the promotion of stake-holder well-being, and awareness and focus on learning from near misses and other incidents. The ability to recognize one’s own influence over optimizing a culture of safety and capitalizing on that through communication with coworkers and supervisors, as well as initiating intervention as needed. Having a positive attitude towards safety, placing priority on compliance and the continual improvement of an organization’s safety program are crucial steps in achieving a culture of safety.
WORK ENVIRONMENT / REQUIREMENTS
Physical Requirements
1. Physical Activities
a. Climbing. Ascending or descending ladders, stares, and ramps using feet and legs and/ or hands and arms.
b. Balancing. Maintaining body equilibrium to prevent falling and walking, standing and crouching on narrow and slippery surfaces to clean.
c. Stooping. Bending body downward and forward by bending spine at the waist.
d. Kneeling. Bending legs at knee to come to a rest on knee or knees.
e. Crouching. Bending the body downward and forward by bending leg and spine.
f. Reaching. Extending hand(s) and arm(s) in any direction.
g. Standing for sustained periods of time.
h. Walking. Moving about on foot to accomplish tasks, and has an ability to navigate from one location to another. Must be able to ambulate long distances, (up to three miles) to navigate the premises of the site.
i. Pushing. Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
j. Pulling. Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.
k. Lifting. Must raise objects from a lower to a higher position or move objects horizontally from position to-to-position.
l. Manual dexterity that allows the use of hands and fingers to turn on machines and safely push a mop and/orbuffing machine.
m. Feeling. Must be able to perceive attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips. Assesses potential safety threats , such as by exposure to chemicals and heat from malfunctioning equipment.
n. Talking and hearing. Able to express and exchange ideas by means of the spoken word. Ability to receive detailed information through oral communication and to make the discrimination in sound.
o. Repetitive motions. Substantial movements (motions) of the wrist, hands, and and/or fingers.
p. Subject to vibration and exposed to oscillating movements of the extremities and whole body, such as when using a buffing machine that needs to be controlled while vibrating.
q. Heavy work. Exerting up to 50 pounds of force occasionally and/orin excess of 30 pounds of force frequently, and /or in excess of 20 pounds of force constantly to move objects.
2. Visual Acuity
- Required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned and to make general observation of facilities or structures.
3. Working Conditions
- Required to work inside and outside, while being exposed to various climates for short periods of time (less than one hour).
- Subject to hazards which includes a variety of physical conditions, such as proximity to moving mechanical parts, electrical currents, and exposure to chemicals.
Driving and Insurance Requirements
Travel
- On rare occasion (about 1% or less), may be required to travel to attend a training.
General Working Hours / Shifts
- Works in accordance with client’s needs; hours may fluctuate in response to changing client needs; may also be required to work hours outside his or her regularly scheduled hours to accommodate client need.
Working from Home
- This job cannot be completed working from home.
The physical demands described here are representative of those that must be met by an employee to successfully perform the Essential Functions. Reasonable accommodation may be made following an employee’s request and subsequent HR follow-up (which may require additional information to determine the need, type, and duration of potential accommodation). US&S will engage in a good-faith interactive process with regards to a potential accommodation.
