A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
As a well-established, growth-oriented commercial HVAC and plumbing contractor we are seeking an Account Manager who is an outgoing, diligent, and dedicated individual for our fast-growing team. This is a new position focused on taking exceptional care of our existing customers - not on selling new maintenance contracts. The Account Manager is the primary point of contact for an assigned base of commercial accounts and is responsible for customer retention, satisfaction, and identifying repair and project opportunities within those accounts.
Key Responsibilities:
Serve as the primary point of contact for an assigned base of existing customer accounts Develop and maintain strong, long-term relationships with facility managers, property managers, building owners, and tenants Quote pull-through work - repairs, like-for-like replacements, and light service projects identified through maintenance visits, service calls, technician recommendations, and customer requests Review technician service reports and follow up with customers on deficiencies, recommendations, and open repair quotes Follow up on new customer opportunities and inbound inquiries, and hand off maintenance agreement leads to the maintenance sales team Conduct regular site visits and account review meetings to ensure customer satisfaction and identify upcoming needs Manage maintenance agreement renewals for assigned accounts, including pricing escalations and scope adjustments Monitor account profitability and work with service leadership to address underperforming agreements Assist customers with capital planning by tracking equipment age and condition and recommending budget-year replacements Coordinate with service coordinators to ensure scheduled work, quoted repairs, and customer commitments are completed on time Resolve customer concerns, billing questions, and service issues promptly and professionally Maintain accurate customer, equipment, and opportunity records in company systems Work in a fast-paced environment and effectively manage customers' competing priorities and expectations A minimum of 3-years of HVAC or facility services experience Working knowledge of commercial HVAC systems and equipment (rooftop units, AHUs, boilers, chillers, VAV systems) Ability to manage multiple priorities with efficiency and attention to detail Excellent communication skills - both oral and written Strong customer service orientation and relationship-building skills Ability to read and interpret service reports, technician notes, and equipment documentation Proficient computer skills using
Microsoft Outlook, Word, and Excel Benefits:
Project handoff incentive along with a performance bonus based on the gross profit and retention of your assigned account base Car allowance Medical, Dental, and Vision Insurance 401(k) PTO and Paid Holidays Long-Term Disability Life Insurance
