Account Specialist

Starting Salary Range: $33 - $38/hour - depending on experience

Location: Lynnwood, WA

Classification: Non-Exempt

Must be eligible to work in the U.S. - Sponsorship not available

General Position Summary:

Provide service client relationship and account leadership for all assigned Service Agreement accounts. Improve and maintain client satisfaction through regularly scheduled (proactive) on-site meetings and performing customer care activities. Increase the amount of UMC Services we provide, adding equipment, additional properties and other UMC lines of business with assigned accounts. Simplify the process for customers by being their sole point of contact for all issues related to the account. Support the efforts of the Service department to achieve its annual revenue, margin, and safety goals.

Essential Job Functions:

1. Develop and maintain excellent client relationships through outstanding, proactive customer service. Responsible as primary point of contact for assigned accounts.

a. Onsite visits minimum of once a month.

b. Provide account leadership to become the clients mechanical preferred provider.

2. Ensure budgets are established, tracked, and reported for all Service Agreements (SA), Quick Response (QR), and Recommended Repairs (RR) Work Orders and projects.

3. Identify Service project opportunities and provide leads to Project Managers.

4. Identify upselling and cross selling opportunities.

5. Control all purchases for assigned accounts. Order all parts, supplies, materials, equipment, consumables, tools, and stock for Work Orders, projects, and fleet “vehicle warehouses.”

6. Setup new contracts in either Vista or Build Ops.

7. Lead Turnover meetings (internal) for SA’s, QR’s, and RR’s.

8. Lead Kickoff meetings (external) for SA’s, QR’s, and RR’s.

9. Provide SA reviews and renewals.

10. Review estimates out of North Boundary and ensure their accuracy and agreement with technicians prior to being submitted to the client.

11. Provide SA Addendum estimating, proposal, and turnover (internal).

12. Lead equipment condition report development and presentation with the client with input from the Lead Technician.

13. Lead operational assessments activities including report presentation.

14. Create, review, and submit invoicing for SA’s, QR’s, and RR’s.

15. Follow-up on collections of outstanding invoice payments.

16. Review and complete approval of purchase orders and subcontractor invoices, for all SA’s, QR’s, and RR’s Work Orders or projects.

17. Lead Customer CARE survey, report, and meetings

18. Plan, coordinate, and lead client relationship building engagements such as lunches, dinners, special events, and other as approved annually at the time of budget.

19. Ensure compliance with UMC Safety Program on all jobsites.

20. Regular attendance and promptness are considered part of each employee's essential job functions.

Secondary Job Functions:

1. Attend client networking events.

2. Attend company sponsored events with customers.

Skills Required to Perform the Essential Duties of the Job:

• Proactive approach to service & client satisfaction

• Understanding of HVAC & Plumbing functions.

• Excellent communication skills including active listening.

• Service-oriented and able to resolve customer grievances.

• Proficient computer skills with the ability to learn new software.

Supervisory Responsibility:

• None

Education Requirements Needed to Perform the Essential Duties of the Job:

• AA or three (3) years customer service job experience (or equivalent) preferred.

• Customer service experience required.

Licensing or Other Special Certifications Required: Maintain valid Drivers License and satisfactory driving record.

Affirmative Action:

UMC is committed to a culture of inclusion and connectedness. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents who we are as a company and what we believe in. In recruiting for our team, we welcome the unique contributions that you can bring in terms of their education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation and beliefs.

EEO Policy:

UMC's policy on equal employment opportunity prohibits discrimination based on race, color, sex, national origin, citizenship or immigration status, religion, presence of physical, sensory or mental disability, genetic information, age, sexual orientation, gender identity, marital status, honorably discharged veteran or military status, status as a victim of domestic violence, sexual assault or stalking, or any other status or characteristic protected by federal, state, or local law. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment. Retaliation against any employee who files a complaint regarding possible violations of this policy is not tolerated. UMC is also committed to taking affirmative steps to promote the employment of minorities, women, persons with disabilities, and covered veterans. Affirmative action plans are developed annually to support its commitment to equal employment opportunity, consistent with company policy and the company's obligations as a contractor to the United States government.