Service Account Representative
Job Description: Required Education/Experience: High School Diploma
Required Qualifications:
The service account representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and producers as well as communicating effectively with team members within the service department.
Competencies:
Problem Solving: Ability to analyze complex issues, identify root causes, and develop practical, effective solutions using a logical and organized approach.
Continuous Learning: Demonstrates a commitment to professional growth by learning new skills, expanding technical knowledge, and embracing development opportunities.
Initiative: Self-motivated professional who takes ownership, works independently, exceeds expectations, and proactively identifies opportunities to add value.
Adaptability: Thrives in a fast-paced, changing environment by adjusting priorities, embracing new processes, and responding effectively to evolving business needs.
Results Orientation: Focused on delivering high-quality work, meeting deadlines, achieving objectives, and taking accountability for outcomes.
Values Orientation: Demonstrates integrity, professionalism, teamwork, ethical decision-making, and a strong commitment to delivering exceptional service while fostering collaboration across the
Technical Skills:
Work effectively in diverse team and fast paced environment.
Ability to successfully manage multiple, competing priorities/task in a fast-paced work environment with high attention to detail.
Strong communication skills, verbal and written, required.
Intermediate to advanced proficiency in Microsoft Office Suite.
Strong organizational, time management skills.
Able to meet short and long term deadlines.
Must be flexible to work outside normal working hours and weekends as required.
Responsibilities:
Communicates with store managers, maintenance personnel, and other customer personnel as needed. Applies customer specific Rules of Engagement (ROEs) in order to process work orders, preparing quotes, and updating online systems based off specific parameters supplied by Service Managers and relationship holders. Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project Administrators, Technicians, etc.)Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project customer records using Hussmann and customer based automated systems. Prepare service repair quotes per customer specific ROEs as needed. Reviews and approves service work orders per ROEs and internal standards in a collaborative effort with service managers and key relationship holders. Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed. Monitor customer account details for non-payment and provide support to corporate credit department to resolve customer disputed/rejected invoices and past due receivablesOnly those lawfully authorized to work in the designated country associated with the position will be considered.Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.
