What are the responsibilities and job description for the Managed Account Specialist position at SERVPRO?
What We Offer
The Managed Account Specialist (MAS) position is the primary point of contact for Managed Program Clients. The MAS position is responsible for ensuring program compliance by the service provider, fielding Client inquiries regarding specific jobs and general program services, receiving and providing job updates between the Client and the service provider, as well as proper documentation of all scope of work and cost estimate approvals. The MAS position is also responsible for ongoing Client marketing/maintenance (account maximization) efforts on an ongoing basis.
The Managed Account Specialist position has primary responsibility for the day-to-day job volume for selected accounts. The MAS also provides assistance to SERVPRO Franchisees regarding client-specific requirements, job cost approvals, and the timely job file uploads, as well as rejected audit assistance. This position will be available to work on special projects and assignments as workload permits.
Major Duties And Responsibilities
For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200 individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.
SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.
- Excellent health benefits plan, which includes medical, vision and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- Company-paid mental health benefit through Headspace
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
The Managed Account Specialist (MAS) position is the primary point of contact for Managed Program Clients. The MAS position is responsible for ensuring program compliance by the service provider, fielding Client inquiries regarding specific jobs and general program services, receiving and providing job updates between the Client and the service provider, as well as proper documentation of all scope of work and cost estimate approvals. The MAS position is also responsible for ongoing Client marketing/maintenance (account maximization) efforts on an ongoing basis.
The Managed Account Specialist position has primary responsibility for the day-to-day job volume for selected accounts. The MAS also provides assistance to SERVPRO Franchisees regarding client-specific requirements, job cost approvals, and the timely job file uploads, as well as rejected audit assistance. This position will be available to work on special projects and assignments as workload permits.
Major Duties And Responsibilities
- Commercial Managed Account Process
- Client Communication regarding job process
- Service Provider Compliance
- Proper Documentation of job process
- Perform quality, accurate job file audits to ensure client guidelines are met.
- Account Maintenance
- New Client Rollouts in Coordination with Account Manager,
- Ongoing Client Retention Efforts,
- Ongoing Program Services Expansion,
- Annual Training Event Scheduling,
- Complaint Resolution
- Provide customer service regarding New Client program introductions; ensure program compliance and complaint resolution.
- Complete all training and coaching sessions as required and/or requested by Supervisor.
- Special Projects requested by other Departments.
- A minimum of one (1) year of customer service experience required.
- Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
- Exercise independent decision-making skills and judgment with minimal to moderate supervision.
- Possess strong organizational, analytical, and time management skills.
- Proficiency in Microsoft Office, a minimum of one (1) year experience required.
- CRM experience is preferred.
- Ability to execute PC skills in a multi-screen environment is a plus.
For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200 individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.
SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.
