National Accounts Relationship Manager

WHO WE ARE

Empower Brands was founded in 2022 as a product of the integration of Lynx Franchising and Outdoor Living Brands. Empower encompasses ten industry‑leading brands across commercial and residential services: JAN‑PRO, FRSTeam, ArchADECK Outdoor Living, Outdoor Lighting Perspectives (OLP), Conserva Irrigation, Koala Insulation, Wallaby Windows, Superior Fence and Rail, Bumble Roofing and Canopy Lawn Care. Empower is dedicated to providing customers with the highest quality products and services in the commercial and home services industry while delivering franchise owners committed personal support, tools, and empowerment to pursue their own success.

Empower Brands is a portfolio company of Mid Ocean Partners, a leading private equity firm with an excellent track record investing in successful, growth‑focused franchise businesses.

We’re looking for a confident, relationship‑driven professional who thrives on communication and collaboration. This role serves as a key liaison between our owners and clients, ensuring every interaction reflects responsiveness, professionalism, and genuine care. The ideal candidate is proactive, organized, and skilled at building strong connections while anticipating needs before they arise. Success in this role requires exceptional written and verbal communication, strong problem‑solving abilities, and a natural talent for maintaining positive, productive relationships in a fast‑paced, customer‑facing environment.

• Resolve customer service issues to consistently meet departmental benchmarks.
• Develop and implement processes and procedures to improve operational efficiency.
• Oversee cross‑functional work areas targeted to resolve issues raised by customers.
• Act as the first point of contact for clients in matters of customer service.
• Manage the work‑order resolution process through the Clean Telligent Work Order System:
  • Receipt and creation of work orders.
  • Routing to JPI regional office for solutions.
  • Obtaining feedback from the office and updating clients on the plan of resolution.
  • Closing work orders.
• Handle work orders in various portals (Corrigo, Service Channel, Service Insight/VAWS, New Seasons/GoFMX).
• Manage national account customers to ensure renewal of account.
• Follow up to ensure satisfactory completion of any additional or corrective work.
• Field phone calls from clients with negative experiences and initiate resolution.
• Coordinate all emergency or additional service requests for national account clients.
• Onboard new locations for existing customers.
• Produce operational and customer service reports as needed or requested.
• Provide weekly/monthly client reports to the field, reflecting franchisee performance.
• Manage all customer service functions for the client, including:
  • CSR calls to each location within the portfolio and creation of applicable work orders as a result of low scores.
  • Surveys: preparation, sending, capturing results, and creating work orders due to low scores.
• Participate in monthly conference calls with various clients and facility managers.
• Fulfill supply orders on occasion.

• 5+ years of experience in an Account Manager, Account Specialist, Customer Service Representative, or related role.
• Track record of success in sales, customer service, and account management, consistently exceeding sales, client satisfaction, and client retention goals.
• Sense of urgency for goal achievement with varied activities and multiple, simultaneous projects; ability to multi‑task in a fast‑paced environment.
• Excellent written and oral communication skills.
• Ability to problem‑solve, ensuring excellent client experience and communication.

Empower Brands is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our…