Special Accounts Coordinator

Special Accounts Coordinator

EMCOR Services New England Mechanical (NEMSI) is a wholly-owned subsidiary of EMCOR Group, Inc. EMCOR is the world's leading provider of mechanical and electrical construction and facilities services, including planning, consulting, and operations and maintenance. We offer a complete package of facilities services, including HVAC, mechanical and electrical construction services, engineering, design, installation, repair and maintenance.

This position will manage many large profile National Accounts who have partnered with us for their HVAC needs. This will include providing daily updates on service requests and maintenance, managing Preventative Maintenance schedules, maintaining customer information within our ERP (COINS), utilizing and updating customer websites, assisting field personnel with following proper protocol as it pertains to both customer and NEMSI requirements to ensure work orders flow smoothly through the system. You will assist with numerous internal and external customer requests and provide responses in a timely fashion, assist with many special customer driven initiatives to meet and exceed deadlines, and will be assigned ownership of specific accounts to manage. This position is in-person and located in our South Windsor, CT office.

Job responsibilities include but are not limited to :

• Will be assigned ownership of specific accounts and will manage all aspects of those accounts
• Assist with managing work order update requests via phone, email and spreadsheet
• Work with Accounts and Account coordinators to find the balance of requesting information from our branch personnel and meeting the expectations of the customer
• Help to maintain customer information in COINS as pertaining to site file, equipment and site notes
• Assist to maintain websites as needed and required by customers
• Help ensure proper protocol is followed on every call including IVR processes, on site customer scheduling and contacts, closing out work orders with customers
• Collaborate on special initiatives as they are required by Customers and / or Special Accounts Supervisor
• Regularly check and maintain the Service dispatch email box and appropriately file emails once they are addressed to help keep the inbox organized
• By assignment, work in the Special Accounts Inbox to help ensure that questions are responded to within 24 hours
• By assignment, enable and disable all mail rules daily and update them weekly as required by the on call schedule
• Review equipment adds as requested by the Contract Administrator

Qualifications : The successful candidate will be a team player who is detail oriented, a self-starter, and enjoys working in a role where critical thinking is a must. This role is integral in our back-office operations and also has customer facing responsibilities so clear, concise and professional communication via email, phone conversation as well as via customer supporting documentation is a must. Prior Customer Service and / or Administrative experience required. Proficiency with the entire Microsoft office suite including Outlook and Teams and the ability to prioritize a time sensitive workload is required.

We offer our employees a competitive salary and comprehensive benefits package including PTO and 401k with match, and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer / Veterans / Disabled.

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