Account Specialist

Account Specialist

The Account Specialist supports the day-to-day management of customer accounts by coordinating service requests, communications, scheduling, documentation, and work order activity. This role works closely with customers, Account Managers, vendors, technicians, Dispatch, and internal teams to ensure services are completed accurately, efficiently, and on time.

Key Responsibilities:

• Manage daily customer communications, inboxes, and account requests, prioritizing urgent and time-sensitive items.
• Coordinate new service orders and monitor work orders through scheduling, dispatch, completion, documentation, and billing.
• Communicate with customers, vendors, technicians, Account Managers, Dispatch, Facilities Managers, and AHJs to keep services moving.
• Provide timely status updates and proactively follow up on open, delayed, or at-risk work.
• Coordinate inspections, scheduling, and service requirements while resolving conflicts or changes as needed.
• Review and track service documentation to ensure work orders are complete and accurate.
• Clarify customer Scope of Work requirements and ensure vendors and technicians have the information needed to perform services.
• Monitor Purchase Order (PO) and Not-to-Exceed (NTE) requirements and maintain accurate tracking.
• Support billing workflows by monitoring completed work and identifying items that may prevent invoicing.
• Identify potential service risks, customer concerns, delays, or workflow issues early and take appropriate action to resolve them.
• Escalate unresolved issues, missed deadlines, service delays, customer complaints, or other account risks to the Account manager or appropriate leadership in a timely manner.
• Provide clear escalation details, including the issue, actions already taken, current status, customer impact, and recommended next steps when appropriate.
• Continue to monitor and follow up on escalated issues until resolution, keeping the appropriate stakeholders informed of progress.
• Maintain accurate account and work order information across internal systems.
• Attend team and account meetings prepared with updates, risks, and action items.
• Take ownership of assigned tasks and follow through until resolution.

What We're Looking For:

• Strong organization and attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and deadlines.
• Strong follow-up, problem-solving, and escalation judgement.
• Customer-focused approach with a sense of urgency.
• Ability to recognize when an issue requires additional support or leadership involvement.
• Ability to work independently while collaborating effectively with a team.
• Experience in customer service, account coordination, operations, or a related field is preferred.

Qualifications:

• Experience required;
  Customer Service in a Call Center or B2B Environment, Work Order Management, Fire Protection Knowledge.
• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Associate degree (AA) or equivalent from a two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.
• Computer skills required;
  Microsoft Office Suite;
  Microsoft Dynamics AX preferred.

Competencies:

• Ethics - Treats people with respect;
  Keeps commitments;
  Inspires the trust of others;
  Works with integrity and ethically;
  Upholds organizational values.
• Adaptability - Adapts to changes in the work environment;
  Manages competing demands;
  Changes approach or method to best fit the situation;
  Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information;
  Coll…