Account Specialist

Masis Staffing Solutions

Phoenix, AZ

Full Time

Entry Level

27 days ago

Job Description

About the Role

The Account Specialist serves as the primary point of contact for external customers, delivering timely and comprehensive responses to inquiries and effectively resolving issues. This role supports the customer team by managing escalated concerns, maintaining the service order database, and ensuring accurate and on-time service execution. The position involves close monitoring of service orders and third-party systems, along with the completion of various administrative duties.

Key Responsibilities

Create standard scope proposals based on contractual guidelines and pricing, distribute to customers, and follow up to ensure timely execution.
Review and analyze customer service order requests; prioritize and dispatch to the appropriate service partners and ensure order acceptance.
Proactively identify and resolve issues in the service order process to ensure timely completion and SLA compliance; escalate as necessary.
Interpret and understand customer contracts to ensure all service level agreements (SLAs) are consistently met.
Manage and resolve escalated customer issues, aiming for one-step resolution and recommending process improvements to prevent recurrence.
Respond promptly to customer communications via phone and email, delivering an elevated level of customer service.
Compile and distribute reports, schedules, and purchase orders (POs) to fulfill customer reporting and SLA requirements.
Provide actionable feedback to management for continuous process improvement.
Maintain a service order database detailing customer locations, service requirements, agreements, and schedules—may involve coordination with other departments.
Perform additional duties as assigned by management.

Requirements

Experience in customer service within a call center or B2B environment, work order management, and/or fire protection industry preferred.
High school diploma or GED required.
One to three months of relevant experience or equivalent education and training.
Associate degree or equivalent from a two-year college or technical school preferred.
Six months to one year of relevant experience or equivalent combination of education and experience is acceptable.
Proficiency in Microsoft Office Suite required.
Experience with Microsoft Dynamics AX preferred.