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National Account Specialist

3 months ago

Alpharetta, United States Empower Brands Full time

**National Account Specialist**

**About us**:
JAN-PRO Systems International franchise system is one of the 10 Brands under Empower Brands. Atlanta-based and founded in 1991, JAN-PRO Systems International’s mission is to help people realize their dreams of business ownership through service industry franchising; to continually innovate a reliable, best in class mentoring and support framework to help our franchises and associates grow and prosper; and, to maintain a professional environment of integrity, trust and mutual respect that nurtures strong, lasting and mutual relationships within our network of owners and associates.

**Position Responsibilities**:

- Resolve customer service issues to consistently meet departmental benchmarks.
- Develops and implements process and procedures to improve operational efficiency
- Oversees cross functional work areas targeted to resolve issues raised by customers
- Act as the first point of contact for clients in matters of customer service.
- Management of work-order resolution process through CleanTelligent Work Order System.
- Receipt and creation of work orders.
- Routing of work-orders and service issues to JPI regional office for solution
- Obtaining feedback from office and updating client on the plan of resolution
- Closing work-order
- Work order management in various portals (Corrigo, Service Channel, Service Insight/VAWS, New Seasons/GoFMX
- Manage national account customers to ensure renewal of account.
- Follow-Up to ensure satisfactory completion of any additional or corrective work when necessary.
- Fielding phone calls from clients with negative experiences and initiating resolution
- Coordinating all emergency or additional service request for national account clients
- Onboarding new locations for existing customers.
- Produce operational and customer service reports as needed or requested by the customer.
- Providing weekly/monthly reports (by client) to the field, reflecting franchisees performance
- Manage all customer service functions for the client.
- CSR Calls to each location within portfolio and create applicable work orders as a result of low scores.
- Surveys
- Preparing report and sending survey
- Capturing results
- Creation of applicable work-orders because of low scores
- Involved with monthly conference calls with various clients and facility managers.
- Fulfilling supply orders on occasion.

**Qualifications**:

- 3-5+ years of experience in an Account Manager, Account Specialist, Customer Service Representative, or related role
- Track record of success in sales, customer service and account management, consistently exceeding sales, client satisfaction and client retention goals
- Sense of urgency for goal achievement with varied activities and multiple, simultaneous projects. Must be able to multi-task in a fast-paced environment.
- Excellent written and oral communication skills
- The ability to problem solve, ensuring excellent client experience and communication