Client Service Manager Position - IronRoad

IronRoad is conducting a confidential search for our Cincinnati, Ohio client. We are sourcing for a Client Service Manager. We are looking for someone with a GREAT VIBE that works in the commercial real estate space, loves taking care of clients, vendors and internal staff. We are looking for a multi-tasking problem solver that doesn't get rattled in a fast-paced environment and has a passion for taking care of others.

The Client Service Manager is responsible for Help Desk and Administrative Support coordination and communication with clients of all properties, maintenance staff and third-party contractors as needed to complete any work requests in a timely and efficient manner. A strong Client Service Manager will be people-oriented, self-motivated and passionate about providing exceptional services in every way. They will have experience with the help desk and administrative support of maintenance staff. They will have the ability to read and comprehend general business instructions, short correspondence, and memos as well as the ability to effectively present information in one-on-one or small group situations. A successful Client Service Manager will pay strong attention to detail and the ability to complete job duties with a high degree of accuracy. They will be self-disciplined and capable of identifying and completing critical tasks independently, with minimal supervision. In addition, they will have highly developed written and verbal communication skills, proven interpersonal skills with experience providing complex administrative support in a high-profile environment with tact and diplomacy all while maintaining standards of professionalism for the organization in the areas of confidentiality, teamwork, timely and effective communications, enforcement of company policies, and standards of customer service.

Attendance:

Regular attendance is required during normal working hours. Work beyond 40 hours per week may be needed. Required to work in the Cincinnati office 3 days/week and the Dayton office 2 days/week. These days may change as schedules require. Important to note that you will always be on site working in one of our clients' offices.

Qualifications & Experience:

• College degree preferred

• Two years' related experience and/or training; or equivalent combination of education and experience

• Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook - Our client is launching AppFolio a property management software 1/1/25. Any experience with AppFolio is a plus

• Good written and verbal communication skills

Tasks:

• Help Desk Coordinator for Cincinnati and Dayton based properties with assistance from Operations Support Administrator.

• Maintain daily contact with maintenance technicians, vendors, property managers, and supervisors and clients as they call in with service-related requests.

• Follow up on service requests to ensure requested work is performed in a timely manner.

• Responsible for gift sending and/or communication on a quarterly basis working with Senior VP of Customer Experience.

• Provide work schedules to maintenance technicians for regularly scheduled inspections or maintenance items weekly.

• Provide administrative support to property managers and maintenance technicians.

• Maintain and issue all access codes for databases in all required properties.

• Process Third-Party invoices and send them to appropriate owners for payment.

• Process all Client Service Reimbursements for the Cincinnati and Dayton properties.

• Assist Property Managers with third Party buildouts by coordinating vendors, contractors and assisting with contract execution.

• Track Certificates of Insurance and Workers Comp certificates for Clients and Vendors.

• Organize and maintain 3rd. party monthly paperwork and reports.

• Order medical gases as needed for 3rd. party Clients.

• Coordinate all backflow testing for buildings that Client manages and for Client's as requested.

Administrative Support:

• Managing inventory of assets and supplies, monitoring critical level of stocks, sourcing for suppliers and submitting invoices.

• Coordinating between departments and operating units in resolving day-to-day administrative and operational problems.

• Scheduling and coordinating meetings, events, and other similar activities.

• Sending and receiving mail and packages.

• Performing multifaceted general office support.

• All associates are required to monitor, track and summarize time spent on projects and assignments to measure account profitability.

Knowledge:

• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology.

• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Skills:

• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

• Mathematics- Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money. Ability to calculate figures such as discounts and sales tax.

• Monitoring - Monitoring/Assessing performance of yourself, to make improvements or take corrective action.

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

• Speaking - Talking to others to convey information effectively.

• Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Problem-Solving Skills

• Problem Solving - Identifying problems and reviewing related information to develop and evaluate options and implement solutions.

Reasoning Skills:

• Define Problems- Ability to define problems or needs of supervisors, collect data, and draw conclusions to assist.

• Prioritize Work- Ability to prioritize incoming work to provide most efficient service to multiple supervisors.

Social Skills:

• Coordination - Adjusting actions in relation to others' actions.

• Instructing - Teaching others how to do something.

• Negotiation - Bringing others together and trying to reconcile differences.

• Persuasion - Persuading others to change their minds or behavior.

• Service Orientation - Actively looking for ways to help people.

• Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Systems Skills

• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Physical Demands and Work Environment:

The physical demands and work environmental characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Physical demands: While performing the duties of this job, the team member is required to sit; walk; stand for up to seven (7) hours at a time; use hands to handle objects; reach with hands and arms; balance, stop, talk and hear. The team member must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by the job include vision and ability to read documents. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. While performing the duties of this job, the team member is exposed to a noise level that is usually minimal to moderate.

Equal Employment Opportunity: All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, or gender identity.

General Information:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Our client reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Our client may require an employee to perform duties outside his/her normal description.