Service Account Representative - Full-time / Part-time

Service Account Representative

• Communicates with store managers, maintenance personnel, and other customer personnel as needed.
• Applies customer specific Rules of Engagement (ROEs) in order to process work orders, preparing quotes, and updating online systems based off specific parameters supplied by Service Managers and relationship holders.
• Ensures ROEs are understood, communicated, and executed by our fulfillment team (Area Service Managers, Project Administrators, Technicians, etc.)
• Coordinates and communicates fulfillment activities with respective Area Service Managers, Technicians, Strategic Account Managers, Service Sales Account Managers, and Project Administrators.
• Maintain customer records using Hussmann and customer based automated systems.
• Prepare service repair quotes per customer specific ROEs as needed. Reviews and approves service work orders per ROEs and internal standards in a collaborative effort with service managers and key relationship holders.
• Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.

Requirements:

• High School Diploma Requirement, Associates Degree preferred or 5 years of related experience and/or training; or equivalent combination of education and experience.
• Ability to successfully manage multiple, competing priorities/task in a fast-paced work environment with high attention to detail.
• Strong communication skills, verbal and written, required.
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Strong organizational, time management skills.
• Flexibility to work outside normal working hours, as required.
• Working knowledge of basic refrigeration and/or knowledge of commercial refrigeration and HVAC is preferred.
• High level of professionalism and diplomacy.
• Handles confidential matters and issues where the highest level of discretion and decorum.
• Demonstrated ability to making decisions, learn quickly, thinking rationally and exercising good judgment. Work effectively in diverse team environment.
• Strong attention to detail, and ability to manage multiple, competing deadlines.
• Proven sales and customer services skills.
• Working knowledge of Refrigeration systems, service agreements
• Customer Service Experience (High Profile customer)
• Ability to work both individually and as a team with minimum supervision.