Account Program Specialist
What You'll Be Doing
The Account Program Specialist is responsible for day-to-day customer experience and interactions. This role ensures that customer satisfaction and engagement are maintained at high levels, and that all customer-related processes and interactions are executed efficiently and effectively.
What Makes Nextech Different?
- Paid Training & Ongoing Development - Invest in your career with fully paid initial and continuous training.
- Top-Tier Health Insurance - Choose from excellent options, including a FREE employee-only plan.
- Dental & Vision Coverage - Prioritize your overall health with added benefits.
- Supplemental Insurance Options - Access Accident, Critical Illness, Disability, and Supplemental Life coverage.
- FREE Life Insurance - Coverage equal to your annualized pay at no cost to you.
- 401(k) Retirement Plan - Secure your future with a 50% match on the first 6% of your contributions.
- Generous Time Off - Recharge with 7 paid holidays, and Paid Time Off (PTO).
- Engages with customers daily to ensure high satisfaction and resolve concerns promptly
- Builds and maintains relationships with key customer contacts and decision-makers
- Acts as the main point of contact, addressing and resolving customer issues in a timely manner
- Implements strategies to enhance customer engagement and satisfaction
- Analyzes customer feedback and data to identify opportunities for improvement
- Collaborates with internal teams to ensure customer needs are met and exceeded
- Provides regular updates and reports on customer experience metrics and performance
- Identifies and capitalizes on opportunities to improve customer engagement
- Ensures compliance with relevant policies, procedures, and regulations
- Proactively communicates to ensure customer satisfaction with current services
- Supports Strategic Account Managers (SAMs) in identifying strategic growth areas
- Manages billing, AR, and provides updates, including ETAs and notes, in a systematic manner
- Ensures adherence to preventative maintenance schedules
- Attends monthly tactical meetings with customers to discuss open work orders, quotes, and other relevant topics
- Completes assigned tasks in a safe, accurate, thorough, and alert manner
- Upholds Company policies and procedures
- Works in a professional manner with managers, supervisors, coworkers, customers, and the public
- Other related job duties as assigned
- Intermediate proficiency with Microsoft Office suite of applications (Word, Excel, PowerPoint, etc.)
- Excellent communication and presentation skills
- Ability to develop and maintain strong customer relationships
- Ability to operate with a high degree of autonomy and professionalism
- Exceptional collaborative team-oriented communication skills
- Ability to interface across all levels of the organization
- Demonstrate strong customer service skills and ability to proactively address customer issues and concerns
- Ability to organize and prioritize work schedules to meet deadlines and business needs
- Ability to thrive in a dynamic and fast-paced environment
- Able to prioritize duties and manage multiple projects from start to finish with minimal supervision
- Must possess the ability to take initiative to complete assignments and job responsibilities with minimal supervision
- Exceptional attention to detail and excellent organizational skills
- High School diploma plus 1-3 years of Customer Service and/or call center experience
- Proven track record of driving customer satisfaction
- Must have strong relationship building skills
- Previous experience in HVAC Industry or other service business preferred
- Continuously able to work in office environment
- Continuously able to operate a computer and other office productivity machinery,such as a copy machine, telephone, and computer printer
- Continuously able to sit at a computer for up to 8 hours
- Able to alternate between sitting and standing, as needed throughout the day
- Occasionally able to lift up to 15 lbs.
- Continuously requires vision, hearing, twisting, and talking
- Occasionally requires walking, lifting, carrying, reaching, kneeling,pushing/pulling, bending, and crouching
- Rarely requires climbing
- May be required to use personal smartphone with a camera capable of reading a QR code for 2 factor authentication
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