Service Account Representative

About the position

The Service Account Representative is responsible for delivering exceptional customer service to both internal and external customers. This role requires a deep understanding of company products and procedures, as well as effective communication with team members within the service department. The representative will manage customer accounts, process work orders, and ensure that customer-specific rules are followed to maintain high service standards.

Responsibilities

• Communicates with store managers, maintenance personnel, and other customer personnel as needed.
• Applies customer specific Rules of Engagement (ROEs) to process work orders, prepare quotes, and update online systems based on parameters supplied by Service Managers.
• Ensures ROEs are understood, communicated, and executed by the fulfillment team.
• Coordinates and communicates fulfillment activities with Area Service Managers, Technicians, Strategic Account Managers, and Project Administrators.
• Maintains customer records using Hussmann and customer-based automated systems.
• Prepares service repair quotes per customer specific ROEs as needed.
• Reviews and approves service work orders per ROEs and internal standards in collaboration with service managers and key relationship holders.
• Provides ETAs, fulfillment updates, and problem resolution to team and customers as needed.
• Monitors customer account details for non-payment and supports corporate credit department in resolving disputed/rejected invoices and past due receivables.
• Performs additional responsibilities as assigned.

Requirements

• 0-5 years of experience with a High School Diploma/GED (Associate's Degree preferred).
• Ability to work effectively in a diverse team and fast-paced environment.
• Strong communication skills, both verbal and written.
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Strong organizational and time management skills.
• Ability to meet short and long-term deadlines.
• Flexibility to work outside normal working hours as required.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Family leave
• Health insurance
• Tuition Reimbursement Program
• Life/Disability Insurance
• Paid Vacation and Holidays
• Wellness Program
• Identity Protection
• Community Stewardship