Customer Service Manager; Power Generation​/HVAC Equipment

Description

Position Summary:

The Customer Service Manager position is responsible for day-to-day activities of assigned customer accounts. This position shall be the customer advocate within the company while also maintaining an appropriate balance for the company interest. A company Customer Service Manager is expected to build and maintain strong, long-lasting customer relationships. This position is expected to maintain the general customer relationship, work closely with the assigned sales representative, and identify ways to provide additional services to the customer.

The Customer Service Manager shall coordinate services with the customer and solve problems to effectively manage the customer’s expectations. The Customer Service Manager shall work with the operations team to meet or exceed financial & operational goals for his/her accounts.

In addition, the Customer Service Manager will oversee customer accounts and assist inter-department Team Members who are directly responsible for (i) contract renewals for current accounts (including price increases); (ii) working collaboratively with Sales on requests for pricing additional locations or services (iii) the review of customer-proposed Scopes of Work; (iv) the development of reports for managing the customer’s key performance indicators (KPI) defined by the Customer and/or Company;

and (v) scheduling and attending periodic business reviews.

• Liaison between company and customer acting as the advocate for the customer.
• Engage with the operations teams to support meeting or exceeding financial and operational goals.
• Develop a comprehensive knowledge of company services, solutions, and programs.
• Manage the day-to-day communication and escalations of assigned accounts via inbound telephone calls, vendor portals and emails.
• Oversee customer escalations to resolution through coordination with other internal teams.
• Actively review Power Secure’s Power Control platform to coordinate emergency responses and storm support.
• Take a proactive role in communicating with the customer and meeting their needs. Meet with customer regularly to discuss upcoming services and schedules.
• Obtain feedback from customer on quality of service performed and work with delivery teams to enhance future service to the customer.
• Build and maintain strong customer relationships with each assigned account.
• Ensure all required reporting and contract compliance requirements are being met.
• Ability and authority to address customer complaints and issues, while maintaining professional demeanor at all times.
• Coordinate with the other team members to resolve problems, facilitate solutions and enhance the customer service experience.
• Engage with leadership and other departments in developing processes, procedures and strategies related to the Account Management Department.
• Onboard new customers into company’s systems and processes.
• Establish frequent customer feedback process and organize feedback to communicate to management and other departments.
• Periodic travel will be required to attend customer meetings.
• Provide after-hour emergency response as required.

• Minimum of 5 years Account Manager experience within a business-to-business environment.
• High School diploma is required.
• Bachelor’s degree is preferred.
• Previous service industry experience (Power Generation, HVAC, etc.) is preferred.

• Capability of managing customers with tact, patience, and grace.
• Fluency with Microsoft Office product suite.
• Critical reading and analytical skills.
• Strong organizational skills.
• Ability to manage workload issues with strict deadlines and attention to detail.
• Capable of working independently and multi-tasking in fast paced environment.
• High energy level with ability to take initiative.
• Must possess excellent verbal and written communication skills.

Conformance Statement:
In the performance of their respective duties and responsibilities all employees are expected to conform to the following:

• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers, and suppliers.
• W…