Job SummaryNew England Mechanical Services, Inc. is seeking a Special Accounts Manager who is responsible for leading and developing the Special Accounts team while ensuring exceptional customer service, operational excellence, and achievement of key performance metrics. This on-site position oversees the management of customer accounts, work order communication processes, dispatch support activities, and customer-facing programs.
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Essential Duties & Responsibilities- Lead, coach, and develop the Special Accounts team to ensure a high-performance, customer-focused culture.
- Oversee the management of assigned special accounts and ensure contractual obligations and customer expectations are met.
- Act as the primary escalation point for complex customer service issues.
- Build and maintain strong customer relationships through proactive communication and service recovery efforts.
- Monitor customer response times, service levels, and account performance.
- Ensure customer inquiries and requests are addressed promptly and professionally.
- Manage the roll out and implementation of all new accounts.
- Participate in all RFP's and partner with the sales team to ensure alignment on customer expectations.
- Manage the internal quoting process to ensure timely delivery of quotes, close out documents and completion of other internal and external processes.
- Develop, track, and report team performance metrics including customer response times, work order update completion rates, open work order aging.
- Oversee maintenance of customer information, site records, equipment information, and service notes within ERP+.
- Monitor customer website and portal requirements to ensure compliance with customer-specific processes.
- Ensure call handling, scheduling, dispatch, IVR, and work order closeout procedures are consistently followed.
Qualifications- Associate or bachelor's degree in business, Operations Management, Customer Service, or related field preferred.
- Minimum 5 years of customer service, service operations, dispatch, account management, or related experience.
- Minimum 2 years of leadership or supervisory experience preferred.
- Experience in HVAC, mechanical services, facilities services, or related industries preferred.
- Strong customer service and relationship management skills.
- Demonstrated ability to lead, motivate, and develop employees.
- Strong analytical and problem-solving abilities.
- Experience creating and managing performance metrics and dashboards.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational and time-management skills.
- Advanced proficiency in Microsoft Office, particularly Excel and reporting tools.
- Experience with dispatch, service management, ERP, CRM, or work order management systems preferred.
Physical DemandsThis position is in-person in an office working environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Able to sit for long periods of time, typing computer work for long periods of time.
Work EnvironmentNoise level moderately low, climate-controlled environment and stress level moderate to moderately high and business casual attire required.
