Account Program Specialist

Nextech North America • Nashville, TN

9d • $45,000 - $65,000

About The Position

The Account Program Specialist is responsible for day-to-day customer experience and interactions. This role ensures that customer satisfaction and engagement are maintained at high levels, and that all customer-related processes and interactions are executed efficiently and effectively.

Requirements

• Intermediate proficiency with Microsoft Office suite of applications (Word, Excel, PowerPoint, etc.)
• Excellent communication and presentation skills
• Ability to develop and maintain strong customer relationships
• Ability to operate with a high degree of autonomy and professionalism
• Exceptional collaborative team-oriented communication skills
• Ability to interface across all levels of the organization
• Demonstrate strong customer service skills and ability to proactively address customer issues and concerns
• Ability to organize and prioritize work schedules to meet deadlines and business needs
• Ability to thrive in a dynamic and fast-paced environment
• Able to prioritize duties and manage multiple projects from start to finish with minimal supervision
• Must possess the ability to take initiative to complete assignments and job responsibilities with minimal supervision
• Exceptional attention to detail and excellent organizational skills
• High School diploma plus 1-3 years of Customer Service and/or call center experience
• Proven track record of driving customer satisfaction
• Must have strong relationship building skills
• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15 lbs.
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing
• May be required to use personal smartphone with a camera capable of reading a QR code for 2 factor authentication

Nice To Haves

• Previous experience in HVAC Industry or other service business preferred

Responsibilities

• Engages with customers daily to ensure high satisfaction and resolve concerns promptly
• Builds and maintains relationships with key customer contacts and decision-makers
• Acts as the main point of contact, addressing and resolving customer issues in a timely manner
• Implements strategies to enhance customer engagement and satisfaction
• Analyzes customer feedback and data to identify opportunities for improvement
• Collaborates with internal teams to ensure customer needs are met and exceeded
• Provides regular updates and reports on customer experience metrics and performance
• Identifies and capitalizes on opportunities to improve customer engagement
• Ensures compliance with relevant policies, procedures, and regulations
• Proactively communicates to ensure customer satisfaction with current services
• Supports Strategic Account Managers (SAMs) in identifying strategic growth areas
• Manages billing, AR, and provides updates, including ETAs and notes, in a systematic manner
• Ensures adherence to preventative maintenance schedules
• Attends monthly tactical meetings with customers to discuss open work orders, quotes, and other relevant topics
• Completes assigned tasks in a safe, accurate, thorough, and alert manner
• Upholds Company policies and procedures
• Works in a professional manner with managers, supervisors, coworkers, customers, and the public
• Other related job duties as assigned

Benefits

• Paid Training & Ongoing Development – Invest in your career with fully paid initial and continuous training.
• Top-Tier Health Insurance – Choose from excellent options, including a FREE employee-only plan.
• Dental & Vision Coverage – Prioritize your overall health with added benefits.
• Supplemental Insurance Options – Access Accident, Critical Illness, Disability, and Supplemental Life coverage.
• FREE Life Insurance – Coverage equal to your annualized pay at no cost to you.
• 401(k) Retirement Plan – Secure your future with a 50% match on the first 6% of your contributions.
• Generous Time Off – Recharge with 7 paid holidays, and Paid Time Off (PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED