Customer Service Manager; Power Generation​/HVAC Equipment

Position Summary

The Customer Service Manager is responsible for day-to-day activities of assigned customer accounts. This position is the customer advocate within the company while maintaining an appropriate balance for company interest. The role involves building and maintaining strong, long‑lasting customer relationships, maintaining general customer relationships, working closely with the assigned sales representative, and identifying ways to provide additional services to the customer.

The Customer Service Manager coordinates services with the customer and solves problems to manage the customer’s expectations. The role works with the operations team to meet or exceed financial and operational goals for the accounts.

In addition, the Customer Service Manager will oversee customer accounts and assist inter‑department team members who are directly responsible for contract renewals, pricing requests for additional locations or services, review of customer‑proposed scopes of work, development of reports for managing key performance indicators, and scheduling and attending periodic business reviews.

• Liaison between company and customer acting as the advocate for the customer.
• Engage with operations teams to support meeting or exceeding financial and operational goals.
• Develop a comprehensive knowledge of company services, solutions, and programs.
• Manage day‑to‑day communication and escalations for assigned accounts via inbound telephone calls, vendor portals, and emails.
• Oversee customer escalations to resolution through coordination with other internal teams.
• Actively review the Power Secure 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 service quality and work with delivery teams to enhance future service.
• Build and maintain strong customer relationships with each assigned account.
• Ensure all required reporting and contract compliance requirements are being met.
• Address customer complaints and issues, while maintaining a professional demeanor at all times.
• Coordinate with 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 systems and processes.
• Establish frequent customer feedback processes and organize feedback to communicate to management and other departments.
• Periodic travel 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 required.
• Bachelor’s degree preferred.
• Previous service industry experience (Power Generation, HVAC, etc.) 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 a fast‑paced environment.
• High energy level with ability to take initiative.
• Must possess excellent verbal and written communication skills.

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.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
• Treat all customers and colleagues with respect and dignity.

Power Secure is an equal opportunity employer and considers applicant qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

• Medical, dental, vision, and life insurance coverage.
• Competitive pay and a matching 401(k) plan.
• Vacation, company holidays, and paid time off (PTO – personal and sick days).
• Flexible spending accounts / health savings account.
• Wellness incentive programs.
• Employee referral program.
• Tuition reimbursement.