ABM (NYSE: ABM) is a leading provider of facility solutions with revenues of approximately $6.4 billion and over 130,000 employees in 300+ offices deployed throughout the United States and various international locations. ABM’s comprehensive capabilities include electrical & lighting, energy solutions, facilities engineering, HVAC & mechanical, janitorial, landscape & turf, mission critical solutions and parking, provided through stand-alone or integrated solutions. Founded in 1909, ABM provides custom facility solutions in urban, suburban and rural areas to properties of all sizes — from schools and commercial buildings to hospitals, data centers, manufacturing plants and airports.

Job Title

C.A.R.E Advocate

Education

High School or GED

Career Level

Experienced (Non-Manager)

Category

Operations

Job Type/ FLSA Status

Salaried Exempt

Travel Required

0 - 10%

Shift Type

Job Description

• Play a key role in ensuring we retain our customers
• Contact our customers, establish rapport with them and ensure accuracy of their project installations.
• Coordinate with customers to issue final project installation invoices
• Reach your targets, build awesome relationships and have fun succeeding with your team
• Ensure customers recognize and receive value from their maintenance contract/project installation
• Help prepare a monthly customer retention/churn report for management, provide analysis of trends and forecasting future performances
• Build project close-out packages and ensure delivery to clients
• Help to redirect customers that are in jeopardy to create raving fans
• Work with marketing team to develop monthly newsletter
• You will lead customer experience programs focusing on feedback obtained from our Tier 1 accounts through management of the C.A.R.E. (Customer Assurance Review and Evaluation) program. You will engage owners and General Managers to ensure 100% customer satisfaction with project implementation.
• Using your analytical skills, you will generate insights at individual account level and at macro levels such as regions, industry segments and business units. You will directly manage the customer experience and ensure 100% referencability
• Additionally, you will lead and coordinate surveys covering a range of topics on customer and competitive loyalty across all customer engagement experiences ensuring satisfaction with the company, products and services. The objective of these research initiatives is to measure customer satisfaction and loyalty, gain deeper understanding of the underlying drivers, and provide insights that will help to optimize the company’s strategies and planning to effectively execute and deliver excellent customer experience and lead in customer loyalty
• You will advocate, on behalf of the customers, to ensure full product implementation and help improve our customers’ experience
• You will work with cross-functional team members to identify and prioritize actionable, high-impact customer experience across all business areas. You will help develop and deploy mass e-mails to our client base introducing new offerings to our clients. To include: service opportunities, maintenance, industry updates (Statistics), usage reports as to who is using their chargers and how to better address their needs, red flags as to equipment down, etc. The source of the content needs to come from collaboration with other team members but you will handle the communication portion of this process.
• Maintain a customer database that links clients and locations
• Other administrative duties as assigned

Minimum Requirements

• HS diploma or GED is required.
• Microsoft Office (outlook, excel, word, SharePoint) experience preferred.
• Ability to be proactive, bring forth ideas, attention to detail, quality and quantity of work are critical.
• Must be well organized, hard worker, great attitude and a team player.
• Highly motivated, self-starter
• Ability to work in a fast paced environment Ability to prioritize high-priority customers
• Thrive in a self-supervised environment