Account Program Specialist

Account Program Specialist - Overview

The Account Program Specialist is responsible for day‑to‑day customer experience and interactions, ensuring that customer satisfaction and engagement are maintained at high levels and that all customer‑related processes and interactions are executed efficiently and effectively.

USD $45,000.00 per year
USD $65,000.00 per year

• Paid Training & Ongoing Development – fully paid initial and continuous training.
• Top‑Tier Health Insurance – excellent options including a free employee‑only plan.
• Dental & Vision Coverage – overall health coverage.
• Supplemental Insurance Options – Accident, Critical Illness, Disability, and Supplemental Life coverage.
• Free Life Insurance – coverage equal to annualized pay at no cost.
• 401(k) – 50% match on first 6% contributions.
• Generous Time Off – 7 paid holidays and paid time off.

• Engage with customers daily to ensure high satisfaction and resolve concerns promptly.
• Build and maintain relationships with key customer contacts and decision‑makers.
• Act as the main point of contact, addressing and resolving customer issues in a timely manner.
• Implement strategies to enhance customer engagement and satisfaction.
• Analyze customer feedback and data to identify improvement opportunities.
• Collaborate with internal teams to ensure customer needs are met and exceeded.
• Provide regular updates and reports on customer experience metrics and performance.
• Identify and capitalize on opportunities to improve customer engagement.
• Ensure compliance with relevant policies, procedures, and regulations.
• Proactively communicate to ensure customer satisfaction with current services.
• Support Strategic Account Managers in identifying strategic growth areas.
• Manage billing, accounts receivable, and provide updates including ETAs and notes systematically.
• Ensure adherence to preventative maintenance schedules.
• Attend monthly tactical meetings with customers to discuss open work orders, quotes, and other relevant topics.
• Complete assigned tasks safely, accurately, thoroughly, and alertly.
• Uphold company policies and procedures.
• Work professionally with managers, supervisors, coworkers, customers, and the public.
• Perform other related job duties as assigned.

• Intermediate proficiency with Microsoft Office suite (Word, Excel, PowerPoint, etc.).
• Excellent communication and presentation skills.
• Ability to develop and maintain strong customer relationships.
• Ability to operate with a high degree of autonomy and professionalism.
• Exceptional collaborative team‑oriented communication skills.
• Ability to interface across all levels of the organization.
• Demonstrated strong customer service skills and proactive problem‑solving.
• Ability to organize and prioritize work schedules to meet deadlines and business needs.
• Ability to thrive in a dynamic and fast‑paced environment.
• Ability to prioritize duties and manage multiple projects from start to finish with minimal supervision.
• Initiative to complete assignments and responsibilities without excessive supervision.
• Exceptional attention to detail and excellent organizational skills.
• High School diploma plus 1–3 years of customer service and/or call‑center experience.
• Proven track record of driving customer satisfaction.
• Strong relationship‑building skills.
• Previous experience in HVAC industry or other service business preferred.

• Continuously able to work in office environment.
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and printer.
• Continuously able to sit at a computer for up to 8 hours.
• Able to alternate between sitting and standing as needed throughout the day.
• Occasionally able to lift up to 15 lbs.
• Continuously requires vision, hearing, twisting, and talking.
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching.
• Rarely requires climbing.

• May be required to use personal smartphone with a camera capable of reading a QR code for two‑factor authentication.