Nas Account Management Specialist

3 weeks ago

Norfolk, United States ADT Full time

**_Company Overview:_**

**_Position Summary:_**
- Develop and secure long-term relationships with National Account Customers. Proactively manage accounts for 1 Touch Plus National Account customers. Perform daily audits to prevent and eliminate potential security issues.**_Essential Duties And Responsibilities_** include the following. The National Account Support Management Specialist may be expected to perform some or all of the duties listed and other duties as assigned.- Perform client care calls to External and Internal customers.
- Ensure accuracy of data in Mastermind.
- Coordinate service, and billing of National Account Customers.
- Prepare formal correspondence in response to customer’s questions or concerns.
- Ensure that all customer correspondence is responded to or forwarded to the appropriate department within 24 hours of receipt in the department.
- Track statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner.
- Conduct communication meetings with External and Internal Customers on a regular basis to ensure that changes in policies, procedures and standards are disseminated in a clear and concise manner and
- are understood by everyone.
- Establish good working relationships with National Account Point of Contacts.
- Perform research and client care calls to National Account holders.
- Utilize dashboards, 1 Reports, and other resources daily to proactively manage account activity and support National Account customers.
- Promote the full product line and services offered by ADT/Protection 1.
- Work with NAM/AVP to provide both oral and written presentations to customers outlining quarterly 1
- Touch Report performance, billing systems and applicable services.
- Obtain accurate central station information required for the monitoring and service of the account.
- Assist the installation, service, and billing departments as required.
- Perform daily account audits and updates.
- Make credit adjustments to accounts when necessary.
- Work with the branches and Monitoring department to research and resolve customer issues.
- Evaluate pending service calls daily for assigned customers and work with the appropriate branches to
- ensure service calls are completed and moved to a “Final QC” status for billing.
- Perform all other duties and projects as assigned.
- Position may require mandatory overtime.

**_Supervisory Responsibilities:_**
- Train and mentor peers, but no direct supervisory duties required.

**Qualifications - External**

**_Knowledge:_**
- Advanced knowledge of Closed Circuit Television, Access Control, Burglary, Holdup, Fire Alarm and Fire Suppression Systems.

**_Skills:_**
- Must have strong communication skills, including written, to assist internal and external customers.
- Requires skills in business math, interpersonal relations, judgment, and listening.

**_Abilities:_**
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedures manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

**_Physical Demands:_**
- While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to handle or feel; and talk or hear. The employee frequently is required to reach with hands and arms.
- The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Must be able to carry a lap top computer and other necessary demonstration
- equipment when visiting customers.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**_Work Environment:_**
- The noise level in the work environment is usually moderate.
- Must be able to travel as needed to visit customers, ADT/P-1 branches and authorized subcontractors.

**_Minimum Qualifications:_**
- High School Diploma or General Education Degree (GED) and two to three years’ experience working
- on security related projects to include three years of experience related to the CCTV, Intercom, IDS and access control system industry.
- Bachelor’s degree preferred.
- Two years Mastermind experience preferred.

**Pay a

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