Managed Account Specialist

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

About the Role

The Managed Account Specialist (MAS) position is the primary point of contact for Managed Program Clients. The MAS is responsible for ensuring program compliance by the service provider, fielding client inquiries regarding specific jobs and general program services, receiving and providing job updates between the client and the service provider, as well as proper documentation of all scope of work and cost estimate approvals. The MAS also handles ongoing client marketing, maintenance, and account maximization efforts. This position requires an on-call schedule for after business hours, holidays, and weekends, in addition to work on special projects and various assignments as workload permits.

Responsibilities

• Perform quality, accurate, and timely job file audits to ensure client guidelines are met.
• Manage the day-to-day job volume for selected accounts.
• Advise SERVPRO® franchisees regarding client-specific requirements, job cost approvals, and timely job file uploads, as well as rejected audit assistance.
• Facilitate the Commercial Managed Account process:
  • Submit detailed internal and external client communication regarding jobs and processes, including documentation in Salesforce®.
  • Ensure franchise service provider compliance.
  • Utilize and update vendor portals per client or managed account requirements.
  • Handle assigned on-call job file management per guidelines.
  • Provide daily, weekly, and monthly reporting for team and clients as necessary.
• Account maintenance:
  • New client rollouts following information provided by Account Manager or MA Supervisor.
  • Maintain ongoing client retention efforts and program services expansion.
  • Schedule annual training events.
  • Maintain timely and professional complaint resolution.

Requirements

• Ability to read, write, and communicate clearly and professionally with employees, customers, and suppliers in person, on the phone, and via written communications.
• Proficient in Microsoft Office suite.
• At least two years of relevant experience, including customer service and client relations.
• Excellent verbal and written communication skills.
• High attention to detail, well-organized, and efficient in prioritizing tasks.
• Ability to make quality decisions in a fast-paced environment; marketing and relationship-building mindset; problem solver.

Qualifications

• High School Diploma or GED equivalent required.
• Associate’s degree in business, administration, or equivalent job experience preferred.

Benefits

• Excellent health benefits plan, including medical, vision, and dental options.
• 401(k) with company match.
• Company profit-sharing plan.
• Generous paid time-off and paid holidays.
• Paid parental leave.
• Company-paid mental health benefit through Headspace.
• 2 free on-site fitness rooms.
• Employee Assistance Program.
• Employee Resource Groups.
• Personal and professional development program.