Special Accounts Manager

About Us

We offer single-source facilities services solutions, including engineering, design, installation, repair, maintenance and operations for commercial real estate, financial, healthcare, technology, educational, and industrial facilities.

New England Mechanical Services, Inc. is seeking a Special Accounts Manager who is responsible for leading and developing the Special Accounts team while ensuring exceptional customer service, operational excellence, and achievement of key performance metrics. This on-site position oversees the management of customer accounts, work order communication processes, dispatch support activities, and customer-facing programs.

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• Lead, coach, and develop the Special Accounts team to ensure a high-performance, customer-focused culture.
• Oversee the management of assigned special accounts and ensure contractual obligations and customer expectations are met.
• Act as the primary escalation point for complex customer service issues.
• Build and maintain strong customer relationships through proactive communication and service recovery efforts.
• Monitor customer response times, service levels, and account performance.
• Ensure customer inquiries and requests are addressed promptly and professionally.
• Manage the roll out and implementation of all new accounts.
• Participate in all RFP’s and partner with the sales team to ensure alignment on customer expectations.
• Manage the internal quoting process to ensure timely delivery of quotes, close out documents and completion of other internal and external processes.
• Develop, track, and report team performance metrics including customer response times, work order update completion rates, open work order aging.
• Oversee maintenance of customer information, site records, equipment information, and service notes within ERP+.
• Monitor customer website and portal requirements to ensure compliance with customer-specific processes.
• Ensure call handling, scheduling, dispatch, IVR, and work order closeout procedures are consistently followed.

• Associate or bachelor’s degree in business, Operations Management, Customer Service, or related field preferred.
• Minimum 5 years of customer service, service operations, dispatch, account management, or related experience.
• Minimum 2 years of leadership or supervisory experience preferred.
• Experience in HVAC, mechanical services, facilities services, or related industries preferred.
• Strong customer service and relationship management skills.
• Demonstrated ability to lead, motivate, and develop employees