Account Specialist Lead in Lynnwood, Washington at University Mechanical Contractors, Inc

Starting Hourly Range: $38.94 - $43.27/hour; depending on experience

Location: Lynnwood, WA

Classification: Non-Exempt

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

Position Overview:

The Account Specialist Lead provides leadership and support across all assigned Service Agreement accounts. This role ensures a positive client experience through proactive, on-site engagement and consistent customer service. The Account Specialist Lead identifies opportunities to expand services, equipment coverage, and additional properties, acting as the primary point of contact for clients. The role collaborates with the Service department to support annual revenue, margin, and safety goals.

Key Responsibilities:

• Build and maintain strong client relationships through proactive, in-person service, serving as the primary contact for assigned accounts.
• Lead account management efforts to position UMC as the preferred mechanical service provider.
• Supervise Account Specialists with coaching, mentoring, and ongoing training.
• Establish, track, and report budgets, including labor hours, for all SA, QR, and RR Work Orders.
• Prepare and deliver AIM ‘Stand and Deliver’ presentations as directed.
• Estimate, propose, and manage internal turnover for SA addendums; coordinate review with Field Manager before client delivery.
• Identify service project opportunities and share leads with Project Managers.
• Recognize upselling and cross-selling opportunities within assigned accounts.
• Oversee purchases for assigned accounts and coordinate procurement activities.
• Review purchase orders over $5,000 and all subcontractor invoices for assigned accounts.
• Set up new contracts in Vista or Build Ops.
• Attend internal turnover meetings and assume account responsibility after the first client visit.
• Lead external client kickoff meetings and post-visit debriefs.
• Coordinate annual Service Agreement reviews and renewal proposals with sales and internal teams.
• Participate in North Boundary and Service-specific sales training.
• Collaborate with Field Managers and technicians to review estimates and develop account strategies.
• Lead preparation and presentation of equipment condition reports with Lead Technicians.
• Conduct operational assessments and present findings to clients.
• Review and submit invoices and proposals, ensuring proper approvals.
• Follow up on outstanding payments.
• Lead Customer CARE surveys, reporting, and related meetings.
• Plan and coordinate approved client engagement activities, such as lunches, dinners, and events.
• Review Work Order summaries and coordinate with technicians before and after client visits.
• Support billing and collections to maintain Days Sales Outstanding (DSO) under 45 days, unless otherwise negotiated.
• Promote and support UMC’s Safety Program across all accounts.
• Maintain consistent attendance and punctuality.

Secondary Responsibilities:

• Work with Service leadership to address client concerns and ensure satisfaction.
• Represent UMC at industry association events as directed.
• Attend client networking events.

Required Skills and Abilities:

• Proactive client service approach.
• Understanding of HVAC and plumbing systems.
• Strong communication and active listening skills.
• Effective problem-solving and conflict resolution abilities.
• Proficiency with computer systems and willingness to learn new software.

Supervisory Responsibiity:

• May supervise assigned Account Specialists.

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.