Account Manager - Facilities Maintenance

About Modern Construction Services

Modern Construction Services is a women-owned enterprise based in Charlotte, NC, experiencing rapid, intentional growth. The company offers substantial accounts with clear career advancement opportunities while maintaining a culture where individual contributions are recognized and valued. The organization fosters direct communication, emphasizes coaching over micromanagement, regularly acknowledges strong results, and rewards employees who take initiative and deliver outcomes.

Role Overview

This full-time position is onsite for the first six months before transitioning to a hybrid working model. The Account Manager will handle a demanding and fast-paced environment managing multiple work orders while serving as a key communication liaison for nationwide clients.

Key Responsibilities

• Oversee approximately 40 simultaneous active work orders in a dynamic setting.
• Manage the entire lifecycle of work orders including intake, vendor matching, scheduling, execution, follow-up, and billing.
• Act as the primary contact for clients across the country, providing timely updates and swiftly resolving any issues.
• Assign vendors appropriately based on project scope, trade specialization, location, and client expectations.
• Monitor progress to meet service level agreements, key performance indicators, budgets, and deadlines.
• Ensure data consistency by reconciling internal records with client portals for accurate reporting.
• Make prompt decisions despite incomplete information and manage shifting priorities effectively.
• Maintain thorough documentation, sustain workflow efficiency, and propose process enhancements.
• Collaborate with cross-functional teams to optimize operational workflows and improve the client experience.

Ownership Areas

• Build and maintain client trust through proactive communication and consistent delivery.
• Efficiently manage work orders and synchronize multiple management systems.
• Maintain accurate performance reporting and clean data by tracking SLAs and KPIs.
• Identify inefficiencies and opportunities for continuous process improvements.

Who You Are

• Inventive and flexible problem-solver who proactively seeks solutions without waiting for instructions.
• Energized by juggling multiple clients and open work orders simultaneously.
• Unflappable in high-pressure environments, adaptable to changing priorities, and skilled in de-escalating client concerns.
• Proactive service advocate who anticipates needs and takes initiative.
• Result-driven individual who ensures every work order is fully completed.

Non-ideal Candidate Traits

• Prefers focusing on one task at a time rather than multitasking.
• Wants field-based rather than desk-based roles.
• Struggles with interruptions or rapidly shifting priorities.
• Needs detailed step-by-step instruction rather than independently finding solutions.
• Accepts leaving tasks incomplete or pending indefinitely.

Qualifications

• Minimum of two years experience in client services, facilities operations, or coordinating work orders.
• Exceptional communication, meticulous attention to detail, and adept problem-solving capabilities.
• Proficiency with Microsoft Office; familiarity with maintenance management software (such as FEXA, ServiceChannel, FMX) is advantageous.
• Quick to adapt to new software systems and capable of managing competing priorities in a brisk environment.
• Preferred but not required: Bachelor's degree in Business or Facilities Management and knowledge of construction trades and compliance regulations including OSHA, ADA, and EPA.

Physical Requirements

The role is based in a climate-controlled office environment using standard office equipment like computers, printers, and filing cabinets. Occasional lifting and moving of supplies up to 25 pounds is required.

Preferred Background Experience

• Experience in developing project scopes, pricing strategies, and coordinating multiple vendors or trade specialists.
• Exposure to large facility operations such as hospitals, universities, airports, or corporate headquarters where a computerized maintenance management system (CMMS) triages requests related to HVAC, plumbing, electrical, and carpentry.
• Multi-site commercial or multifamily property maintenance involving emergency prioritization and technician dispatching.
• Experience in elevator/escalator service dispatch or home and field services including HVAC, plumbing, electrical, or insurance restoration coordination.
• Industrial settings such as plants or refineries managing maintenance backlogs and dispatching appropriately qualified personnel.

Benefits

• Comprehensive Health Care including Medical, Dental, and Vision coverage.
• Retirement plans including 401(k) and IRA options.
• Life Insurance policies covering basic, voluntary, and accidental death and dismemberment (AD&D).
• Paid time off encompassing vacation days, sick leave, and public holidays.

Equal Employment Opportunity Statement

Modern Construction Services is committed to equal employment opportunity and fosters a diverse, inclusive workplace. The company welcomes applicants of all backgrounds and does not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, disability status, veteran status, or any other protected characteristic.