Managed Account Specialist

Headquarters Careers At Servpro Industries•Gallatin, TN

20h•Onsite

About The Position

The Managed Account Specialist (MAS) position is the primary point of contact for Managed Program Clients. The MAS position is responsible for ensuring program compliance by the service provider, fielding client inquiries regarding specific jobs and general program services, receiving and providing job updates between the client and the service provider, as well as proper documentation of all scope of work and cost estimate approvals. The MAS position is also responsible for ongoing client marketing, maintenance, and account maximization efforts on an ongoing basis. This position requires an on-call schedule for after business hours, holidays, and weekends, in addition to work on special projects and various assignments as workload permits.

Requirements

Ability to read, write, and communicate with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
Proficient in Microsoft Office suite.
At least two years in relevant experience to include customer service and client relations.
Excellent verbal and written communication skills required.
High attention to detail, well organized and efficient in prioritizing tasks.
Ability to make quality decisions in a fast-paced environment; marketing and relationship-building mindset; problem solver.

Nice To Haves

Associates degree in business, administration, or equivalent job experience preferred.

Responsibilities

Perform quality, accurate and timely job file audits to ensure client guidelines are met.
Responsible for the day-to-day job volume for selected accounts.
Advise SERVPRO franchisees regarding client-specific requirements, job cost approvals, and timely job file uploads, as well as rejected audit assistance.
Responsible for facilitating the Commercial Managed Account process: Submit detailed internal and external client communication regarding jobs and processes, to include detailed documentation of job in Salesforce.
Ensure franchise service provider compliance.
Utilize and update vendor portals per client or managed account requirements.
Handle assigned on-call job file management per guidelines.
Provide daily, weekly and monthly reporting for team and clients as necessary.
Responsible for account maintenance to include: New client rollouts following information provided by Account Manager or MA Supervisor.
Maintain ongoing client retention efforts and program services expansion.
Annual training event scheduling.
Maintain timely and professional complaint resolution.

Benefits

Excellent health benefits plan, which includes medical, vision and dental options
401(k) with company match
Company profit sharing plan
Generous paid time-off and paid holidays
Paid parental leave
Company-paid mental health benefit through Headspace
2 free on-site fitness rooms
Employee Assistance Program
Employee Resource Groups
Personal and professional development program