Account Program Specialist at Nextech in Melbourne, Florida

Job Description:

Overview


Join the best in the industry at Nextech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of Quality, Value, and Integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America's largest HVAC/R service provider.


As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. Nextech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nextech today!
Role
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.
Company Benefits

• 
  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).

Min CompensationUSD $44,000.00/Yr. Max CompensationUSD $70,000.00/Yr. Responsibilities

• 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

Qualifications

• 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

Education and Experience

• 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

Physical Requirements

• 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
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing

Other requirements:

• May be required to use personal smartphone with a camera capable of reading a QR code for 2 factor authentication

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