Account Management - National Customer Service Representative
About The Position
Academy Fire Life Safety offers national one-stop fire and life safety services through our network of self-perform districts and trusted vendor partners. Our experienced account managers ensure clients across the country receive the same quality service for fire safety systems. We combine unmatched industry knowledge and scale with personal service and accountability. Join our team with over 80 years in business and two decades serving hundreds of national and regional account customers. Academy Fire offers unparalleled expertise in the management of multi-site fire and life safety protection. Through our customer service centers in New York and California, we provide coverage 24/7, 365 days a year. This entry level client support role conducts administrative tasks throughout various stages of the life cycle of a work order. They provide frontline assurance that our clients requests are being received, updated, and completed in a satisfactory manner.
Requirements
- Strong verbal and written communication skills
- Professionalism
- Sense of Urgency
- Detail oriented
- Production/Task focused
- Ability to Multitask
- Time Management skill
- Problem Solving
- 0-2 years related functional experience
- High School Diploma or equivalent
- Microsoft Office Suite
Responsibilities
- Receipt and acknowledgement of client service requests
- Scheduling new and return trip work orders between technicians and site contacts
- Updating internal notes and third-party portals on all progress
- Follow up on scheduled work orders to validate completion/status
- Prepare and submit proposals on client portals
- Identify and escalate issues between vendor and/or client in collaboration with JR and or AM.
- Manage customer NTE limits
- Manage response to client KPI’s, Initial response, time to complete, IVR utilization
Benefits
- Competitive compensation
- Pay is on a weekly cycle, every Friday
- Career Advancement Opportunities
- Competitive benefits, including healthcare, dental, vision, life insurance, paid time off and holidays
- Company paid short and long-term disability
- Immediately vested in our 401(k) company match
- Full-time employees participate in our Shared Ownership Program which offers a monetary bonus aligned to the company's long-term success.
- Exceptional guidance and support from our managers
- Collaborative culture & environment
- Opportunity to work alongside some of the best talent in the fire protection industry
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
