Offer summary

Qualifications:

Associate degree or equivalent from a two-year college or technical school., Minimum of one year managerial experience leading a team of at least 10 members., Experience in customer service and work order management., Knowledge of fire protection systems is preferred..

Key responsibilities:

Manage a team of account specialists and oversee customer inquiries and escalations.

Create and follow up on service proposals and ensure contractual compliance.

Handle escalated customer issues, negotiate resolutions, and improve processes.

Maintain service order databases and coordinate with other departments to meet client expectations.

Job description

Job Details

Job Location: Arizona Corporate Office - Phoenix, AZ

Position Type: Full Time

Salary Range: Undisclosed

Description

SUMMARY:
The Account Manager manages a team of Account Specialist. Provides on time response to customer inquiries with immediate and thorough resolution to customer challenges and problems. Handles escalated customer issues for customer team. Maintains service order database. Monitor service orders and customer third party systems ensuring on time completion and updates. The Account Manager is responsible for coordinating multiple projects that are used to meet client expectations and goals. Completion of administrative tasks.

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.
• 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, negotiate/draft resolution plans, ensure issues are resolved in a timely basis and recommend process improvements to prevent reoccurrence.
• Respond timely to customer emails and phone calls, providing an escalated level of customer service, directing customer service teams as required to resolve issues.
• Compile and distribute customer reports, schedules and PO's to meet customer reporting and SLA requirements; prepare and present reports on compliance with customer performance metrics.
• Identify technical services and process improvements needed to provide improved customer support and provide recommendations to manager.
• Maintains service order database of customer locations, service requirements, agreements, and schedules. May require coordination with other departments.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises 4-6 employees within the department(s).
• Indirectly supervises 4-6 employees within the department(s).
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; monitoring team schedules, payroll and discrepancies; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

Experience required, Customer Service, Work Order Management, Fire Protection Knowledge.
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.
Minimum (1) year managerial experience; leading a team of minimum 10 team members.
Computer skills required; Microsoft Office Suite; Microsoft Dynamics AX preferred.

Required profile