Account Program Specialist

Account Program Specialist

The Account Program Specialist is responsible for day-to-day customer experience and interactions. This role ensures that customer satisfaction and engagement are maintained at high levels, and that all customer-related processes and interactions are executed efficiently and effectively.

• Engages with customers daily to ensure high satisfaction and resolve concerns promptly
• Buils and maintains relationships with key customer contacts and decision-makers
• Acts as the main point of contact, addressing and resolving customer issues in a timely manner
• Implements strategies to enhance customer engagement and satisfaction
• Analyzes customer feedback and data to identify opportunities for improvement
• Collaborates with internal teams to ensure customer needs are met and exceeded
• Provides regular updates and reports on customer experience metrics and performance
• Identifies and capitalizes on opportunities to improve customer engagement
• Ensures compliance with relevant policies, procedures, and regulations
• Proactively communicates to ensure customer satisfaction with current services
• Supports Strategic Account Managers (SAMs) in identifying strategic growth areas
• Manages billing, AR, and provides updates, including ETAs and notes, in a systematic manner
• Ensures adherence to preventative maintenance schedules
• Attends monthly tactical meetings with customers to discuss open work orders, quotes, and other relevant topics
• Completes assigned tasks in a safe, accurate, thorough, and alert manner
• Upholds Company policies and procedures
• Works in a professional manner with managers, supervisors, coworkers, customers, and the public

Pay

USD $45,000.00/Yr. USD $65,000.00/Yr.

Benefits

• Paid Training & Ongoing Development
• Top-Tier Health Insurance
• Dental & Vision Coverage
• Supplemental Insurance Options
• FREE Life Insurance
• 401(k) Retirement Plan
• Generous Time Off

Qualifications

• Intermediate proficiency with Microsoft Office suite of applications (Word, Excel, PowerPoint, etc.)
• Excellent communication and presentation skills
• Ability to develop and maintain strong customer relationships
• Ability to operate with a high degree of autonomy and professionalism
• Exceptional collaborative team-oriented communication skills
• Strong customer service skills and ability to proactively address customer issues and concerns
• Ability to organize and prioritize work schedules to meet deadlines and business needs
• Ability to thrive in a dynamic and fast-paced environment
• Exceptional attention to detail and excellent organizational skills
• High School diploma plus 1-3 years of Customer Service and/or call center experience
• Proven track record of driving customer satisfaction
• Previous experience in HVAC Industry or other service business preferred

Skills

• Ability to take initiative to complete assignments and job responsibilities with minimal supervision
• Continuous ability to work in office environment
• Continuous ability to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuous ability to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Able to occasionally lift up to 15 lbs.
• Continuous requires vision, hearing, twisting, and talking
• Able to occasionally walk, lift, carry, reach, kneel, push/pull, bend, and crouch
• Rarely requires climbing

Other Requirements

• May be required to use personal smartphone with a camera capable of reading a QR code for 2 factor authentication