Account Specialist

Duties and Responsibilities

• Create standard scope proposals and distribute to customers based on the contractual guidelines and pricing. Follow up as required for timely execution.
• Examine and analyze service order requests from customers; prioritize and dispatch to the appropriate partner and ensure acceptance.
• Proactively identify and resolve service order processing issues in a timely manner to ensure on time completion and compliance with client SLA's. Escalate service order issues as needed.
• Review and comprehend customer contracts of designated team to ensure service level agreements are met, per customer specifications.
• Receive and handle all escalated customer issues, providing one step resolution when possible and recommending process improvements to prevent reoccurrence.
• Respond timely to customer emails and phone calls, providing an escalated level of customer service.
• Compiling and distributing of customer reports and schedules and PO's to meet customer reporting and SLA requirements.
• Provide feedback to manager regarding process improvements.
• Maintains service order database of customer locations, service requirements, agreements, and schedules. May require coordination with other departments.

Qualifications

• Experience required: Customer Service in a Call Center or B2B Environment, Work Order Management, Fire Protection Knowledge.
• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Associate degree (AA) or equivalent from a two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.
• Computer skills required: Microsoft Office Suite; Microsoft Dynamics AX preferred.