Account Manager

Primary Function

Burns & Scalo Roof Asset Management is looking for an Account Manager to ensure exceptional customer experience for our customers. The Account Manager will work closely with all team business unit members, regularly manage customer inquiries, manage key deliverables for clients, manage contract renewals with customers, manage subcontractor relationships including insurance status as well as grow our subcontractor network to improve service and stability for key accounts. and any other needs specific to these key accounts. This is a hands-on position for a self-starter with a thorough understanding of technology, compliance, operations, and data management.

Job Responsibilities:

• Customer Deliverables
  • Build rapport with customers and ensure their expectations are met:
    • Regularly communicate with customers to understand their needs and preferences.
    • Provide timely updates on project progress and address any concerns promptly.
    • Offer personalized solutions and demonstrate a commitment to customer satisfaction.
  • Establish and communicate annual roof inspections internally to ensure completion:
    • Develop a schedule for annual roof inspections and share it with the relevant teams.
    • Ensure all team members are aware of their responsibilities and deadlines.
    • Monitor the progress of inspections and follow up to ensure they are completed on time.
  • Prepare and conduct inspection report reviews and annual business reviews with clients:
    • Compile detailed inspection reports, highlighting any issues and recommended actions.
    • Schedule meetings with clients to review the inspection reports and discuss findings.
    • Conduct annual business reviews to evaluate overall performance and identify areas for improvement.
  • Ensure invoices are issued correctly and timely for inspection completion:
    • Verify that all inspection-related services are accurately documented and billed.
    • Coordinate with the finance team to ensure invoices are generated and sent promptly.
    • Address any billing discrepancies or client inquiries regarding invoices.
  • Support AR activities as needed:
    • Assist the accounts receivable team in tracking and collecting outstanding payments.
    • Communicate with clients to resolve any payment issues or disputes.
    • Provide necessary documentation and support to facilitate timely payment collection.
• Subcontractor Deliverables
  • Ensure up to date insurance information is approved and correctly stored and monitored
    • Regularly review and update insurance information for all relevant parties.
    • Ensure that all insurance documents are properly approved and stored in a secure system.
    • Monitor the status of insurance information to ensure compliance and address any issues promptly.
  • Expand RAM’s subcontractor network to provide the best service for our clients
    • Regularly review and update insurance information for all relevant parties.
    • Ensure that all insurance documents are properly approved and stored in a secure system.
    • Monitor the status of insurance information to ensure compliance and address any issues promptly.
• Works in coordination with RAM Account Representative, RAM Account Coordinator and the Client to ensure seamless customer support
  • Filters client work requests to the Account Representative as necessary
    • Contract bid opportunities by clients
    • Status updates of contract work by clients
  • Filters dispatches to the Account Coordinator as necessary
  • Will support in the absence of the account representative and will take responsibility for projects during seasonal peaks in business.
    • Must be able to perform all tasks of the account representative

• Perform other duties as assigned

Required Qualifications:

• A minimum of three years of office and account support/customer service experience
• Must enjoy people – The best person for this role is more interested in others and wants to build appropriate levels of rapport with our clients and sub-partners team members.
• Interpersonal Skills – will be supportive, kind, empathetic, patient, and respectful in the way they work with colleagues and customers
• Willingness to learn – Maintains a continuous improvement mindset, takes constructive criticism well, and is adaptable
• Patience – Able to tolerate frustration without becoming agitated or upset. Able to control emotions or impulses and proceed calmly when faced with difficult or frustrating situations.
• Strong communication skills –
• Able to convey information in writing or verbally to people clearly and simply
• Able to receive information actively to ensure clarity of the message
• Must be proficient in Microsoft suites of services including Excel
• High school diploma/GED
• Previous office or business experience
• English fluency

Preferred Qualifications:

• Experience in the construction or roofing industry
• Associate degree or equivalent from a two-year College or technical school

Physical Requirements:

• Required to stand, walk and sit; talk or hear in person and by telephone; use hands to handle or feel objects or controls; reach with hands and arms.
• Able to climb a ladder
• Cannot have a fear of heights as you may need to walk on roofs from time to time.

Salary: $60,000 – 70,000 per year

Benefits:

• Profit Improvement Incentive
• 15 Days of Paid Time Off and 7 paid Company holidays a year
• Health, Dental, and Vision Insurance
• Company-paid life insurance
• 401(k) with company match
• Short and Long-Term Disability Insurance options
• Health Savings Account with company contribution
• Employee Assistance Program (EAP)