Managed Accounts Specialist

3 weeks ago

Franklin, United States Servpro Industries, LLC Full time

What we offer

  • Excellent health benefits plan, which includes medical, vision and dental options
  • 401(k) with company match
  • Company profit sharing plan
  • Generous paid time-off and paid holidays
  • Paid parental leave
  • Company-paid mental health benefit through Headspace
  • 2 free on-site fitness rooms
  • Employee Assistance Program
  • Employee Resource Groups
  • Personal and professional development program

Job summary

The Managed Account Specialist (MAS) position is the primary point of contact for Managed Program Clients. The MAS position is responsible for ensuring program compliance by the service provider, fielding client inquiries regarding specific jobs and general program services, receiving and providing job updates between the client and the service provider, as well as proper documentation of all scope of work and cost estimate approvals. The MAS position is also responsible for ongoing client marketing, maintenance, and account maximization efforts on an ongoing basis.

This position requires an on-call schedule for after business hours, holidays, and weekends, in addition to work on special projects and various assignments as workload permits.

You will

  • Perform quality, accurate and timely job file audits to ensure client guidelines are met.
  • Responsible for the the day-to-day job volume for selected accounts.
  • Advise SERVPRO® franchisees regarding client-specific requirements, job cost approvals, and timely job file uploads, as well as rejected audit assistance.
  • Responsible for facilitating the Commercial Managed Account process:
    • Submit detailed internal and external client communication regarding jobs and processes, to include detailed documentation of job in Salesforce®
    • Ensure franchise service provider compliance
    • Utilize and update vendor portals per client or managed account requirements
    • Handle assigned on-call job file management per guidelines
    • Provide daily, weekly and monthly reporting for team and clients as necessary
  • Responsible for account maintenance to include:
    • New client rollouts following information provided by Account Manager or MA Supervisor
    • Maintain ongoing client retention efforts and program services expansion
    • Annual training event scheduling
    • Maintain timely and professional complaint resolution

You have

  • Ability to read, write, and speak the English language to communicate with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
  • Proficient in Microsoft Office suite
  • At least two years in relevant experience to include customer service and client relations.
  • Excellent verbal and written communication skills required.
  • High attention to detail, well organized and efficient in prioritizing tasks.
  • Ability to make quality decisions in a fast-paced environment; marketing and relationship-building mindset; problem solver
  • High School Diploma or GED equivalent required.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.

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