Service Account Manager

Job Title: Service / Account Manage

Department: Service

Reports To: Division Vice President

FLSA Status: Exempt

Position Summary: 

The Service / Account Manager is responsible for managing customer relationships while coordinating day-to-day service operations to ensure timely, efficient, and high-quality service delivery. This role serves as the primary point of contact for assigned customer accounts, overseeing service requests from initiation through completion while working closely with field technicians, customers, and internal departments. The Service / Account Manager is responsible for scheduling resources, maintaining accurate service records, supporting revenue growth through service opportunities, and delivering an exceptional customer experience that promotes long-term customer retention.

Essential Duties and Responsibilities: 

• Serve as the primary point of contact for assigned customer accounts and maintain professional relationships through responsive communication and exceptional customer service.
• Receive, review, and coordinate incoming service requests while ensuring complete and accurate documentation of customer needs, equipment information, and job details.
• Create, manage, and maintain service work orders from initiation through completion.
• Schedule and dispatch field technicians based on availability, technical expertise, geographic location, workload, and service priority.
• Monitor daily service schedules and adjust technician assignments as necessary to maximize efficiency, productivity, and customer satisfaction.
• Communicate scheduling updates, service expectations, job details, and customer requirements to technicians and internal stakeholders.
• Provide customers with appointment confirmations, estimated arrival windows, service updates, and timely communication regarding work status.
• Prepare service quotations, estimates, and repair recommendations in accordance with company policies and pricing guidelines.
• Review completed work orders to ensure labor, materials, documentation, and customer information are accurate prior to billing.
• Maintain customer account information, equipment history, maintenance schedules, and service documentation within company software systems.
• Coordinate emergency service requests and prioritize work assignments to meet customer and operational requirements.
• Identify opportunities to promote preventative maintenance agreements, additional services, and long-term customer support solutions.
• Follow up with customers after service completion to ensure satisfaction and resolve outstanding concerns.
• Work collaboratively with technicians, management, vendors, and other departments to support efficient service operations and continuous process improvement.
• Monitor technician utilization, service response times, work order status, and customer satisfaction while supporting departmental performance goals.
• Maintain confidentiality of customer and company information while adhering to company policies, procedures, and safety standards.
• Perform other duties as assigned.

Competencies: 

• Communicates Effectively: Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels; Attentively listens to others; Adjusts to fit the audience and the message; Provides timely and helpful information to others across the organization; Encourages the open expression of diverse ideas and opinions. 

• Collaborates: Works cooperatively with others across the organization to achieve shared objectives; Represents own interests while being fair to others and their areas; Partners with other to get work done; Credits others for their contributions and accomplishments; Gains trust and support of others

 • Decision Quality: Makes sound decisions, even in the absence of complete information; Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions; Considers all relevant factors and uses appropriate decision-making criteria and principles; Recognizes when a quick 80% solution will suffice 

• Nimble Learning: Learns quickly when facing new solutions; Experiments to find new solutions; Takes on the challenge of unfamiliar tasks; Extracts lessons learned from failures and mistakes

 Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: 

The ideal candidate will possess an associate's degree in Business Administration, Operations Management, Construction Management, or a related field, or an equivalent combination of education and relevant work experience. A minimum of three (3) to five (5) years of experience in service operations, customer account management, dispatching, project coordination, or a related field is preferred. Experience in the electrical, mechanical, HVAC, industrial, or construction service industry is highly desirable. The successful candidate must demonstrate the ability to effectively manage multiple priorities, coordinate field personnel, build and maintain strong customer relationships, and deliver exceptional customer service in a fast-paced environment. Experience using ERP systems, CRM platforms, dispatch software, or service management systems is preferred.

Language/Interpersonal/Leadership Skills:

The successful candidate must possess strong verbal and written communication skills. They should be able to express ideas clearly and concisely, both in person and in writing, and be skilled at listening to and addressing the needs of end users. The ability to read and interpret technical documents, such as operating instructions, safety rules, and procedure manuals, is also essential.

Mathematical Skills:

The successful candidate must possess basic mathematical and analytical skills, including the ability to perform addition, subtraction, multiplication, and division using whole numbers, fractions, decimals, and percentages. The ability to accurately calculate labor hours, review service estimates and quotations, interpret pricing information, reconcile invoices, and analyze basic operational metrics is required. Strong attention to detail and accuracy when working with financial and service-related data is essential.

Computer Skills:

To perform this job successfully, an individual should possess proficient computer skills and working knowledge of Microsoft Office 365 applications, including Outlook, Word, Excel, Teams, and PowerPoint. Experience with enterprise resource planning (ERP) systems, customer relationship management (CRM) software, dispatch or scheduling platforms, and service management systems is preferred. The ability to accurately maintain electronic records, generate reports, manage work orders, and quickly learn new software applications is essential.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is frequently required to stand, walk, sit, stoop, kneel, crouch, or crawl. Dexterity of hands and fingers is required to operate a computer keyboard, mouse, and business equipment. The employee must frequently lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.

Work Environment:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is typically office-based, with occasional travel required for meetings, training, or events. The role may involve both working in a standard office setting and remotely supporting employees across various locations. Some flexibility in work hours may be needed to accommodate project timelines, system updates, or urgent issues that arise outside of regular office hours.