Customer Service Manager (Power Generation / HVAC Equipment)

PowerSecure•Ball Ground, GA

41d•Onsite

About The Position

The Customer Service Manager position is responsible for the day-to-day activities of assigned customer accounts. This position serves as the customer advocate within the company while also maintaining an appropriate balance for the company's interests. A Customer Service Manager is expected to build and maintain strong, long-lasting customer relationships, manage general customer relations, work closely with the assigned sales representative, and identify opportunities to provide additional services. The role involves coordinating services with the customer and solving problems to effectively manage customer expectations. The Customer Service Manager will collaborate with the operations team to meet or exceed financial and operational goals for their accounts. Additionally, this role will oversee customer accounts and assist inter-department Team Members with contract renewals, pricing for additional locations or services, review of customer-proposed Scopes of Work, development of reports for managing customer KPIs, and scheduling/attending periodic business reviews.

Requirements

Minimum of 5 years Account Manager experience within a business-to-business environment.
High School diploma is required.
Fluency with Microsoft Office product suite.
Critical reading and analytical skills.
Strong organizational skills.
Ability to manage workload issues with strict deadlines and attention to detail.
Capable of working independently and multi-tasking in fast paced environment.
High energy level with ability to take initiative.
Excellent verbal and written communication skills.

Nice To Haves

Bachelor’s degree is preferred.
Previous service industry experience (Power Generation, HVAC, etc.) is preferred.
Periodic travel will be required to attend customer meetings.

Responsibilities

Liaison between company and customer acting as the advocate for the customer.
Engage with the operations teams to support meeting or exceeding financial and operational goals.
Develop a comprehensive knowledge of company services, solutions, and programs.
Manage the day-to-day communication and escalations of assigned accounts via inbound telephone calls, vendor portals and emails.
Oversee customer escalations to resolution through coordination with other internal teams.
Actively review PowerSecure’s PowerControl platform to coordinate emergency responses and storm support.
Take a proactive role in communicating with the customer and meeting their needs.
Meet with customer regularly to discuss upcoming services and schedules.
Obtain feedback from customer on quality of service performed and work with delivery teams to enhance future service to the customer.
Build and maintain strong customer relationships with each assigned account.
Ensure all required reporting and contract compliance requirements are being met.
Address customer complaints and issues, while maintaining professional demeanor at all times.
Coordinate with the other team members to resolve problems, facilitate solutions and enhance the customer service experience.
Engage with leadership and other departments in developing processes, procedures and strategies related to the Account Management Department.
Onboard new customers into company’s systems and processes.
Establish frequent customer feedback process and organize feedback to communicate to management and other departments.
Provide after-hour emergency response as required.