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This role requires a high volume of cross-functional communication internally with colleagues and externally with customers. The primary function of this role is to support the success of the company by managing new and existing service accounts, enhancing client relations, and value-added services.
Key Responsibilities (include but are not limited to the following):
Account Management/Customer Support/Client Relations:
Respond to inquiries via phone calls/emails.
Develop relationships with new accounts and manage active accounts.
Confirm ETA with the customer and that technician acknowledges work order on a tablet.
Update customer with technician’s findings.
Request NTE increases if work can be done while on site.
Send work acknowledgment to the customer with customer signature.
Ensure technician has properly checked in and out of service/repair/installation/PM call via IVR.
Make sure technician has proper pictures of the work order and capture punch list items.
Gather ETA of parts to notify the customer.
Update customer with ETA of repairs.
Notify the estimator/service manager for approval to order parts.
Set up asset information in the asset section of Service Trade.
Request and submit proper insurance information to clients (COI).
Set up new locations and clients in Service Trade.
Create and fill out PM checklist.
Create work orders (repairs with check in/check out IVR info).
Ensure quotes are in progress and review and edit quote before submission.
Create work orders for monthly PM’s.
Turn on/off night service.
Participate in On Call-Rotation when necessary.
Invoice through Service Trade and submit to Quickbooks; Invoice through Portal, cross-collaborate with Accounting to ensure accuracies in invoicing and payroll.
Client Value Added Service/Marketing/Sales & Retention:
Identify added value upsell opportunities.
Contribute to client service/marketing/sales task force.
Bachelor’s degree (B.A./B.S.) in related field or equivalent
2 years of experience in commercial HVAC/R projects
Commitment to excellence and displays a high level of integrity and professionalism
Excellent written and oral communication skills
Strong organizational, problem-solving, and analytical skills
Self-starter experienced in managing volume, tight deadlines; priorities and workflow
Proficient in MS Office, and adept in using computer systems, and new software
Good judgment with the ability to make timely and sound decisions
Excellent organizational, communication and interpersonal skills are a must
Versatile, flexible and a willingness to work within a constantly changing environment
Job Type: Full-time
Salary: $21.00 to $28.00 /hour
Microsoft Office: 1 year (Required)
managing new and existing service accounts: 1 year (Required)
previous Account Management in the HVAC industry: 1 year (Preferred)