KEY ACCOUNTS ASSOCIATE

Pro-Serv Food Equipment•Raleigh, NC

About The Position

Pro-Serv Food Equipment is seeking a highly organized, driven, and customer-focused Key Accounts Associate to help manage and protect our most important customer relationships. This position plays a critical role in keeping major accounts organized, informed, and supported through daily service coordination, communication, quote follow-up, and issue resolution. This is not a basic office role. This position requires urgency, accountability, strong communication, and the ability to stay ahead of problems before they become customer issues. The right person must thrive in a fast-moving environment and understand that high-level customers expect high-level service every day.

Requirements

Strong communication skills
Highly organized under pressure
Comfortable managing multiple priorities at once
Customer service experience preferred
Service industry experience preferred
Ability to work with urgency and professionalism
Strong follow-up habits
Team-oriented mindset
Problem-solving ability

Nice To Haves

Service coordination
Account management
Dispatch support
Commercial service industry experience
HVAC, refrigeration, restaurant equipment, or related field experience is a plus

Responsibilities

Manage communication for assigned key customer accounts
Follow up daily on open service calls, pending parts, and unresolved issues
Coordinate with dispatch to prioritize urgent customer needs
Monitor quote approvals and follow up on pending work
Assist customers with service updates, scheduling questions, and billing concerns
Escalate major customer issues quickly to leadership
Maintain daily visibility of account activity
Support customer retention through proactive communication
Track delayed jobs and ensure customers receive status updates
Help maintain strong relationships with major accounts across assigned territories
Review assigned open calls every morning
Monitor pending parts and delayed repairs
Follow up with customers before they ask for updates
Coordinate internally with dispatch, parts, and leadership
Keep communication professional, fast, and accurate
End each day knowing major accounts are fully touched