Key Account Specialist

AMERICAN REPAIR MAINTENANCE LLC • Spring Lake, MI

3d • Hybrid

About The Position

American Repair Maintenance (ARM) is seeking a Key Account Specialist to join their Client Services team. This role reports to the Client Service Supervisor and is responsible for delivering exceptional account coordination and service excellence. The ideal candidate is client-focused, detail-oriented, and thrives on building relationships, driving operational efficiency, and serving as the trusted point of contact for key accounts. The position offers an opportunity to make an immediate impact by resonating with the company's mission, vision, and values, and fostering a culture of accountability. Responsibilities include serving as the dedicated point of contact for assigned key clients, managing all service-related matters, building strong client relationships through proactive communication, acting as the first path of escalation for client concerns, conducting regular client communications, reviewing work orders, identifying material needs and service opportunities, driving work order efficiency, running and analyzing overdue reports, monitoring workflow bottlenecks, coordinating with the Client Service Coordinator team, monitoring client-driven metrics to ensure SLAs are met, preparing for Quarterly Business Reviews (QBRs), and providing regular reporting on account status and key performance indicators. The role also involves aligning with business development initiatives by providing account data and metrics to support new business opportunities.

Requirements

• 2+ years of experience as a customer service lead, client services, or account management role
• Strong organizational skills with demonstrated ability to manage multiple client accounts and competing priorities simultaneously
• Excellent written and verbal communication skills, including strong group communication abilities
• Proficiency with work order management systems, CRM platforms, and reporting tools
• Detail-oriented with strong follow-through and a problem-solving mindset
• GED or High School Diploma required
• Intermediate proficiency in Microsoft Office Suite, with strong Excel skills including formulas, pivot tables, and data analysis a plus

Nice To Haves

• Associate’s or Bachelor’s degree in Business Administration, Business Communication, Operations Management, or a related field preferred
• Experience in facilities management, field services, or construction is a plus

Responsibilities

• Serve as the dedicated point of contact for assigned key clients, managing all service-related matters with urgency and professionalism
• Build and maintain strong, long-term client relationships through proactive communication and consistent service excellence
• Act as the first path of escalation for client concerns, ensuring timely resolution and high satisfaction
• Conduct regular client communications to provide updates, gather feedback, and strengthen existing business relationships
• Review all work orders after first visit to assess completion status and determine appropriate next steps
• Identify and coordinate material needs, proposal requirements, and additional service opportunities
• Drive work order efficiency by reducing routing time and streamlining service delivery processes
• Run and analyze overdue reports to ensure timely fulfillment of client commitments
• Monitor workflow bottlenecks and implement solutions to improve turnaround times
• Coordinate with the Client Service Coordinator team to ensure work orders are properly closed and billed in accordance with contract requirements
• Monitor and manage client-driven metrics to ensure Service Level Agreements (SLAs) are consistently met
• Prepare and compile information for Quarterly Business Reviews (QBRs) and provide regular reporting on account status and key performance indicators
• Align with business development initiatives by providing account data and metrics to support new business opportunities
• Resonate with our mission, vision, and values as an organization and foster a culture of accountability within our workforce that reflects these values

Benefits

• Competitive medical, dental, and vision insurance
• Optional life and long-term disability insurance
• Optional voluntary AD&D and short-term disability insurance
• 401(k)
• Paid time off
• 6 paid company holidays

What This Job Offers

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