Service Account Manager

NORLEE INVESTMENTS LLC•Jacksonville, FL

5d•Hybrid

About The Position

The Service / Account Manager is responsible for managing customer relationships while coordinating day-to-day service operations to ensure timely, efficient, and high-quality service delivery. This role serves as the primary point of contact for assigned customer accounts, overseeing service requests from initiation through completion while working closely with field technicians, customers, and internal departments. The Service / Account Manager is responsible for scheduling resources, maintaining accurate service records, supporting revenue growth through service opportunities, and delivering an exceptional customer experience that promotes long-term customer retention.

Requirements

Associate's degree in Business Administration, Operations Management, Construction Management, or a related field, or an equivalent combination of education and relevant work experience.
Minimum of three (3) to five (5) years of experience in service operations, customer account management, dispatching, project coordination, or a related field is preferred.
Experience in the electrical, mechanical, HVAC, industrial, or construction service industry is highly desirable.
Demonstrate the ability to effectively manage multiple priorities, coordinate field personnel, build and maintain strong customer relationships, and deliver exceptional customer service in a fast-paced environment.
Strong verbal and written communication skills.
Ability to express ideas clearly and concisely, both in person and in writing.
Skilled at listening to and addressing the needs of end users.
Ability to read and interpret technical documents, such as operating instructions, safety rules, and procedure manuals.
Basic mathematical and analytical skills, including the ability to perform addition, subtraction, multiplication, and division using whole numbers, fractions, decimals, and percentages.
Ability to accurately calculate labor hours, review service estimates and quotations, interpret pricing information, reconcile invoices, and analyze basic operational metrics.
Strong attention to detail and accuracy when working with financial and service-related data.
Proficient computer skills and working knowledge of Microsoft Office 365 applications, including Outlook, Word, Excel, Teams, and PowerPoint.
Ability to accurately maintain electronic records, generate reports, manage work orders, and quickly learn new software applications.

Nice To Haves

Experience using ERP systems, CRM platforms, dispatch software, or service management systems is preferred.
Experience with enterprise resource planning (ERP) systems, customer relationship management (CRM) software, dispatch or scheduling platforms, and service management systems is preferred.

Responsibilities

Serve as the primary point of contact for assigned customer accounts and maintain professional relationships through responsive communication and exceptional customer service.
Receive, review, and coordinate incoming service requests while ensuring complete and accurate documentation of customer needs, equipment information, and job details.
Create, manage, and maintain service work orders from initiation through completion.
Schedule and dispatch field technicians based on availability, technical expertise, geographic location, workload, and service priority.
Monitor daily service schedules and adjust technician assignments as necessary to maximize efficiency, productivity, and customer satisfaction.
Communicate scheduling updates, service expectations, job details, and customer requirements to technicians and internal stakeholders.
Provide customers with appointment confirmations, estimated arrival windows, service updates, and timely communication regarding work status.
Prepare service quotations, estimates, and repair recommendations in accordance with company policies and pricing guidelines.
Review completed work orders to ensure labor, materials, documentation, and customer information are accurate prior to billing.
Maintain customer account information, equipment history, maintenance schedules, and service documentation within company software systems.
Coordinate emergency service requests and prioritize work assignments to meet customer and operational requirements.
Identify opportunities to promote preventative maintenance agreements, additional services, and long-term customer support solutions.
Follow up with customers after service completion to ensure satisfaction and resolve outstanding concerns.
Work collaboratively with technicians, management, vendors, and other departments to support efficient service operations and continuous process improvement.
Monitor technician utilization, service response times, work order status, and customer satisfaction while supporting departmental performance goals.
Maintain confidentiality of customer and company information while adhering to company policies, procedures, and safety standards.
Perform other duties as assigned.