We specialize in providing non-core, mission critical facilities maintenance and management services to large organizations with geographically dispersed properties in various industries such as retail, restaurants, banking, telecommunications, and others with multi-location business operations.
The Team Lead will assist in the management of the day-to-day activities and performance of a service delivery team that meets and exceeds customer expectations. The Team Lead serves as a backup operational point of contact between client(s) and USM Account Management. This role is responsible for ensuring that subcontracted services are coordinated efficiently and effectively and for responding to customer service requests in a complete and timely manner. The Team Lead also assists in the training and development of other team members.
| Assign subcontractors to services, create/update work orders, manage subcontractor scheduling and performance of routine, periodic, and “on demand” services. |
Assist in the training and development of a team of Facility Coordinators. |
Resolve service and payment issues with subcontractors, triaging as necessary. Act as an additional resource for client(s), subcontractors, and internal partners to solve problems before they become escalations. |
Build and maintain appropriate working relationships with client(s) and subcontractors. Demonstrate exceptional customer service. |
Additional duties as assigned by management. |
Education (HS Diploma, Under/Graduate Degree, etc.) | HS Diploma. Some college preferred. |
Business Experience (prior years work/related experience) | Minimum 2-3 years working in a high-volume, fast-paced customer service role. Experience in landscaping/snow removal or other facilities maintenance roles preferred. |
Licenses/Certifications | N/A |
Language Skills | English required. Spanish a plus. |
Technical Qualifications & Skills | Intermediate/Advanced proficiency in Microsoft Excel, Word, Outlook. Previous Customer Relationship Management (CRM) experience preferred. |
Strong listening, verbal, and written communication skills. |
Team-focused; demonstrates enthusiasm for training and supporting other team members. |
Excellent critical thinking and problem-solving skills. |
Ability to handle customer escalations using a sense of urgency and professionalism. |
Flexibility and openness to change; Ability to thrive in a changing environment. |
Goal-oriented and results-driven; strives to improve or meet a standard of excellence. |
Ability to multitask, organize, and prioritize; Displays initiative. |
Must be able to operate a computer and phone for extended periods of time.
Must have flexibility in work schedule to serve a broad base of clients in multiple time zones with locations open seven days a week. Typical work schedule determined upon hire; hours may shift in winter months to accommodate expanded customer service hours. Must be able to work from office and remotely from home as needed.
Please review our Affirmative Action Policy.
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