Account Specialist

UMC is proud to be built on a foundation of 100+ years of consistent business growth. We offer an environment of constant learning and developing through training, technology, creativity, and collaboration. Our teams are driven, informed, and empowered to act. We strive to treat people fairly and do the right thing both in our business and in our community.

UMC understands the importance of our hard-working people and is committed to building and sustaining a culture that supports diversity, equality, and inclusion. We hire the best and the brightest from across the region to construct teams of experts in design, engineering, project management, and business services. We are proud to be an equal opportunity employer, and all qualified applicants will receive consideration for employment.

Let UMC be the top consideration for your new career supporting work-life balance and well-being!

Read more about this opportunity to join our team!

Application Process:

UMC uses an electronic application process for open positions. Document verification and work eligibility requests may include resume, cover letters, references, and work authorization confirmation.

Online assessment requests may be used as part of the candidate evaluation process.

Benefits Summary:

UMC offers a competitive salary and a generous benefits package that includes health/vision/dental insurance, 401(k) plan with match, Health Savings Accounts, Flexible Spending Accounts, Life & Disability Insurance, Company Paid STD/LTD, Paid Time Off, Employee Assistance Program, Professional Development Assistance, Referral Program, Tuition Reimbursement, Wellness Program, and employee events.

Paid Time Off:

Eligible employees begin accruing PTO as of their date of hire and accrual rates are based on years of service. Base annual accrual starts at 120 hours/15 days for full time status. PTO is a combination of sick and vacation accruals. UMC follows the required WA State Sick Leave guidelines and employees are provided (1) for every 40 hours worked as part of the PTO package. UMC also offers (7) paid holidays, plus (1) Floating Holiday to be used within the calendar year.

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

Location: Lynnwood

Classification: Non-Exempt

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

Position Overview:

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.

Key Responsibilities:

1. Develop and maintain excellent client relationships through outstanding, proactive customer service. Responsible as primary point of contact for assigned accounts.
2. Customer visits must be a priority to be in person at the client's location(s).
3. Provide account leadership to become the clients mechanical preferred provider.
4. Ensure budgets (specifically including hours) are established, tracked, and reported for all Service Agreements (SA), Quick Response (QR), and Recommended Repairs (RR) Work Orders.
5. Prepare and lead AIM 'Stand and Deliver' for accounts as directed by Sr. Director and or Director.
6. Provide SA Addendum estimating, proposal, and turnover (internal). (To note: Initial addendums for new SA are completed by the salesperson). Addendums to be reviewed by the Service Superintendent (SS) prior to sending them to the client.
7. Identify Service project opportunities and provide leads to Service Project Teams from all accounts you are assigned.
8. Identify upselling and cross selling opportunities.
9. Be knowledgeable about all purchases for all assigned accounts. Collaborate all parts, supplies, materials, equipment, consumables, tools, and stock for Work Orders, and fleet "vehicle warehouses."
10. The SS is responsible for purchasing all "vehicle warehouse" stock, small tools, specialty tools, and consumables.
11. Dispatch is responsible for ordering all parts, supplies, materials, and third-party rentals that are delivered directly to the customer location(s).
12. The Account Specialist Manager is responsible for ordering materials for the monthly Service Agreement visits.
13. The Project Manager(s) are responsible for ordering equipment (non-rentals). Equipment is generally defined as plumbing fixtures, rotating/powered equipment (i.e. Pumps and fans), tanks, and pressure vessels. This role is responsible for reviewing and approving all purchase order invoices over $5,000.
14. Review all purchase orders invoices above $5,000 and all subcontractor invoices, for all SA's, QR's, and RR's Work Orders you are assigned.
15. Setup new contracts in either Vista or future software platform(s).
16. Salesperson schedules and leads internal Turnover meeting(s), at which time the AS takes over after the first visit is completed. Account Specialists lead the Debrief meeting after the first visit is completed.
17. Lead Customer Kickoff meetings (external) for SA's, QR's, and RR's. The salesperson schedules and leads this meeting, AS takes over after the first visit is completed.
18. Account Specialists lead the Debrief meeting after the first visit is completed.
19. Provide Service Agreement annual reviews and renewal proposals that have been coordinated with salesperson lead and other internal stakeholders touching the account. The SS is responsible for the technical review of all agreements. Both the SS and the Account Specialist are responsible and will have reviewed and be knowledgeable of the interview forms integrated into the technical review and final proposals to the client.
20. This role will require North Boundary Training software training.
21. This role will require Sales Training specific to Service.
22. The SS is responsible for reviewing estimates out of North Boundary and ensure their accuracy. The SS should review the agreements with technicians and the Account Specialist and discuss and agree on strategies for account success. Technicians will be quoting recommended repairs from the Customer location.
23. Lead equipment condition report development and presentation with the client with input from the Lead Technician.
24. Lead operational assessments activities including report presentation.
25. Responsible for reviewing and submitting all invoices for SA's, QR's, and RR's.
26. Responsible for reviewing and submitting all proposals. QR's are to be reviewed in detail by the Field Lead(s) and the Account Specialist prior to their submission.
27. Follow-up on collections of outstanding invoice payments.
28. Lead Customer CARE survey, report, and meetings
29. Plan, coordinate, and lead client relationship building engagements such as lunches, dinners, special events, and others as approved annually at the time of budget.
30. Review and be familiar with all Work Order summaries for each account you are assigned. Coordinate with technicians before and after customer visits.
31. Responsible for billing collection and support to ensure our Days Outstanding Standing (DSO) does not exceed 45 days for invoices. Exceptions are any clients that have negotiated a longer pay period.
32. Provide leadership for UMC Safety Program on all accounts.
33. Regular attendance and promptness are considered part of each employee's essential job functions.
34. Provide clients with equipment assessment annually so they can forecast equipment replacement.

Secondary Responsibilities:

1. Collaborate with Service leadership to ensure customer satisfaction and problem resolution.
2. Take part in appropriate association events and direct by Account Specialist Manager.
3. Attend client networking events.

Required Skills and Abilities:

• 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.

Preferred Education and Experience:

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

Required Licensing and Other Certifications:

• Maintain a valid driver's 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.