Account Service Manager

2 weeks ago

Charlotte, United States Specialized Recruiting Group - Charlotte, NC Full time

Job Summary

Responsible for planning, coordinating, controlling, and directing activities of operational resources. Also responsible for customer interaction, communicating with the Field Technician Supervisors, and coordinating jobs with service coordinators at field partner companies. Typically requires a one-year certificate from college or technical school; or three (3) plus years of related experience and/ or training; or equivalent combination of education and experience.

RESPONSIBILITIES & DUTIES

· Coordinate with our customers and our partners to arrange regularly scheduled preventive maintenance at all site locations within the customer portfolio

· Organize workflow and schedules for reactive daily service, including reading and routing correspondence to customers and partners

· Monitor open work orders and complete weekly outreach to request any missing paperwork from primary vendors

· Responsible for setting up new service contracts

· Issues purchase orders to field partners when necessary

· Works within Salesforce work order system to insure proper communication and coordination between field partners and customers

· Responsible for customer interaction/satisfaction

· Gathers information for pricing requests and creates customer quotes as needed

· Maintains customer satisfaction by investigating concerns, routing them to the assigned staff, and responding to special requests

· Reviews project paperwork, complete calls, and forwards project paperwork to Account Managers and/or customers

· Maintains customer satisfaction by investigating concerns, routing them to the assigned staff, and responding to special requests.

· Responsible for generating, interpreting, and printing various assigned reports.

· Flexibility to work overtime as needed; Serve as on-call dispatcher on a rotational basis including emergency calls coming in on nights and/or weekends

MINIMUM REQUIREMENTS

The ideal candidate will be a highly intelligent and analytical person with a strong desire to grow professionally in a high growth environment and a commitment to excellence in all that they do.

Required:

· 3+ years of relevant experience

· Experience scheduling field resources

· Strong verbal and written communication skills

· Strong understanding of processes with the ability to define and outline new work flows and processes as needed

· Ability to multi-task, work under pressure and meet tight deadlines

· Microsoft Excel skills

· Experience with work order system

· Relationship Building Skills

· Conflict Management Skills

Preferences:

· Experience in the HVAC industry

· Experience in Salesforce applications

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