Job Description

POSITION SUMMARY:

The Field Representative works closely with both the Franchisee and Client base to manage relationships with commercial and industrial clients throughout Northeast Ohio. In doing so, the FR is responsible for ensuring our client’s experience meets or exceeds Anago's standards. This includes developing and maintaining relationships with clients and the key personnel within their organizations. Conducting business reviews to ensure clients are satisfied with their service as well as develop new revenue generating opportunities within that client relationship while keeping Anago's full service of offerings and capabilities top of mind for each client. The client relationship manager will also be responsible for using and updating Anago's FR to ensure that department managers and leadership alike are aware of changes within the client organization or its key personnel. 


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Responsible to build and maintain relationships with existing clients and key personnel within customer companies.
  • Represent the Anago Brand with vigor and enthusiasm.
  • Acquire and maintain sound knowledge of Anago's services offerings.
  • Conduct business reviews to ensure clients are satisfied with their services and service delivery.
  • Responsible to grow Anago's service revenue base by introducing Anago's full service of offerings and providing solutions to clients.
  • Partner with internal departments to communicate customer needs and preferences.
  • Monitor company performance against service level agreements and flagging potential issues.
  • Escalate and resolve areas of concern as raised by clients.
  • Attract new customers to Anago through a combination of account expansion, and customer referrals.
  • Weekly participation in sales meetings and review of sales and retention reports.
  • Utilize Field Representative system to document and manage all interactions and activities.
  • Carry out client satisfaction surveys and reviews.
  • Coordinate with and work effectively with all internal departments to ensure client needs are fulfilled timely and effectively.
  • Mentor Franchise Owners in all aspects of their business including work schedule implementation, building assessment via inspections, presenting and selling project work, and complaint resolution.
  • Ability to share training procedures in a classroom setting and onsite.
  • Represent the Anago Brand with vigor and enthusiasm.

QUALIFICATIONS:

Necessary and desirable qualifications include, but are not limited to, the following:

  • Knowledgeable in administrative and clerical procedures and systems such as word processing, managing files and records.
  • Wiliness and ability to learn relevant software programs such as Anago's CRM and other propriety software that impacts day to day operations (training provided).
  • Knowledgeable of principles and processes for providing customer services and delivering value. This includes customer needs assessment, meeting quality standards for client service, and evaluation of customer satisfaction.
  • Proficient in MS Office, with working knowledge of FR platforms.
  • A customer-oriented attitude.
  • Problem-solving aptitude.
  • Ability to work well within a team and independently.
  • Excellent communication skills both verbally and written.