NAS Account Management Specialist

At Everon, we believe our people are the difference—for our organization, the customers we serve, and the communities we protect. With more than 100 locations and a comprehensive portfolio of solutions and services, employees are poised for career advancement and growth.

About the role

Develop and secure long-term relationships with National Account Customers. Proactively manage accounts for 1 Touch Plus National Account customers. Perform daily audits to prevent and eliminate potential security issues.

Responsibilities

• Perform client care calls to External and Internal customers.
• Ensure accuracy of data in Mastermind.
• Coordinate service and billing of National Account Customers.
• Prepare formal correspondence in response to customer’s questions or concerns.
• Ensure all customer correspondence is responded to or forwarded to the appropriate department within 24 hours of receipt.
• Track statistical information as needed for the department and compile data into reports submitted to management in a timely manner.
• Conduct communication meetings with External and Internal Customers to ensure changes in policies, procedures, and standards are disseminated clearly and understood.
• Establish good working relationships with National Account Point of Contacts.
• Perform research and client care calls to National Account holders.
• Utilize dashboards, 1 Reports, and other resources daily to proactively manage account activity and support National Account customers.
• Promote the full product line and services offered by Everon.
• Work with NAM/AVP to provide oral and written presentations to customers outlining quarterly 1Touch Report performance, billing systems, and applicable services.
• Obtain accurate central station information required for the monitoring and service of the account.
• Assist the installation, service, and billing departments as required.
• Perform daily account audits and updates.
• Make credit adjustments to accounts when necessary.
• Work with branches and Monitoring department to research and resolve customer issues.
• Evaluate pending service calls daily for assigned customers and work with branches to ensure service calls are completed and moved to a “Final QC” status for billing.
• Perform all other duties and projects as assigned.
• Position may require mandatory overtime.

Supervisory Responsibilities

Train and mentor peers, but no direct supervisory duties required.

Qualifications

• Advanced knowledge of Closed Circuit Television, Access Control, Burglary, Holdup, Fire Alarm, and Fire Suppression Systems.
• High School Diploma or General Education Degree (GED) and two to three years’ experience working on security-related projects, including three years in the CCTV, Intercom, IDS, and access control system industry.
• Bachelor’s degree preferred.
• Two years Mastermind experience preferred.

Skills

• Computer skills with expertise in word processing (preferably Microsoft Office), database applications, and advanced presentation skills with proficiency in PowerPoint.
• Strong customer service skills with the ability to apply tact, diplomacy, reason, and logic.
• Strong communication skills, including written, to assist internal and external customers.
• Skills in business math, interpersonal relations, judgment, and listening.

Abilities

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedures manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts such as probability, statistical inference, and fundamentals of plane and solid geometry and trigonometry.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to solve practical problems and deal with concrete variables in situations with limited standardization.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to read and interpret applicable documents, materials, policies, procedures, etc., as presented in English.

Physical Demands

• Regularly required to stand, walk, sit, use hands to handle or feel, and talk or hear.
• Frequently required to reach with hands and arms.
• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Must be able to carry a laptop computer and other necessary demonstration equipment when visiting customers.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• The noise level in the work environment is usually moderate.
• Must be able to travel as needed to visit customers, Everon branches, and authorized subcontractors.