National Account Representative

Aston Carter•Barberton, OH

4d•$21 - $21•Onsite

About The Position

The National Account Representative manages customer-specific requests related to the inspection and service of fire protection systems, ensuring high levels of customer satisfaction while supporting revenue growth and profitability within the National Accounts department. This role operates in a fast-paced, high-volume environment and focuses on delivering exceptional customer service, accurate coordination of services, and consistent adherence to company guidelines, policies, and values.

Requirements

High School Diploma or GED is required.
At least 3 years of experience in a customer service environment is required.
Strong customer service skills with a demonstrated commitment to delivering excellent service are required.
Ability and willingness to learn new systems and processes is required.
Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint, is required.
Excellent written and verbal communication skills are required.
Ability to think strategically, make sound decisions, and produce accurate and timely results is required.
Strong organizational skills and the ability to manage multiple tasks in a fast-paced environment are required.
Ability to follow up on tasks and assignments in a timely manner is required.
Ability to perform basic business mathematical functions is required.
Ability to build positive working relationships with multiple levels of employees and management is required.
Demonstrated integrity, professionalism, and commitment to company values are required.
Ability to work with minimal supervision while maintaining high performance standards is required.
Ability to work effectively as part of a team is required.
Experience in data entry and call center or high-volume call handling environments is required.
Capability to comply with all operating policies, procedures, executed plans, and programs is required.

Nice To Haves

Experience managing multiple customer accounts in a service-oriented environment is preferred.
Familiarity with scheduling service and inspection work orders is beneficial.
Comfort working in a high-volume call setting with multiple priorities is advantageous.
Demonstrated positive attitude and resilience in a fast-paced environment is highly valued.
Ability to adapt to new responsibilities through cross-training and continuous learning is beneficial.
Experience collaborating with subcontractors or external partners is an asset.

Responsibilities

Schedule inspection and service visits for customer sites, both on demand and at set frequencies, ensuring timely and accurate coordination.
Perform thorough follow-up on outstanding work orders to confirm completion and resolve any issues or delays.
Maintain strong working relationships with subcontractors and negotiate service rates as needed to support profitable operations.
Provide primary phone coverage for assigned national accounts and assist with overflow calls to support the broader team.
Serve as the main customer service contact for assigned accounts, addressing inquiries, issues, and requests promptly and professionally.
Monitor and maintain profitable margins on work orders while balancing customer satisfaction and operational requirements.
Accurately enter and update customer, service, and work order information in company systems and databases.
Collaborate with internal teams, including billing associates and other representatives, to ensure seamless service delivery and account support.
Cross-train to perform additional job functions as determined by the company to increase flexibility and team coverage.
Consistently demonstrate regular and reliable attendance to support customers and team operations.
Comply with all operating policies, procedures, plans, and programs, ensuring adherence to company standards and regulatory guidelines.
Work effectively with minimal supervision while contributing positively to a team-oriented environment.