Job Summary

A National Account Specialist (NAS) will be the main point of contact for our customers. The NAS is responsible for fostering the culture of customer service excellence within APi NSG and delivering the highest level of service to our customers.

APi NSG Core Values

• Developing creative solutions to increase the value we provide our stakeholders
• Enriching the lives of our employees through development
• Building personal relationships to foster collaboration and team work
• Fun, adaptable and energetic culture

Key Job Responsibilities

o   Enhance and grow customer relationships through customer service excellence

o   Build relationships with current customers by providing proficient solutions through problem solving and critical thinking

o   Serve as the main point of contact for high-touch customers

o   Maintain a high level understanding of procedures for assigned customers within the team

o   Maintain customer specific budgeting, reporting, and ongoing quarterly/annual reviews

o   Prepare for and lead customer business reviews, work order status calls and other customer facing meetings

o   Identify opportunities for organic growth and work collaboratively with Operations Leaders and Sales team

o   Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken; work with Team Leads to implement improvements

o   Provide direction daily to team and assist with any challenges dealing with customer service externally, escalate as necessary

o   Support the Inspections and Service teams by regularly checking in and resolving escalated issues

o   Serve as a point of escalation before the Team Lead

o   Offer on-the-spot feedback to the Regional Coordinator team to encourage development

o   Partner with Team Leads to identify the root cause to customer related issues along with creating an action plan to prevent similar issues in the future; share takeaways with the team

o   Ensure highest level of customer service delivery to meet and exceed customer expectations

o   Engage new hires during the onboarding process to train on customer specific expectations and customer service best practices

o   Implement and monitor customer KPIs, working closely with Service and Inspections teams to build into our process

o   Partner with Team Leads throughout the implementation process (customer and service provider kickoff calls and recurring customer discussions) to successfully onboard a new account, ensuring that all procedures are executed by the Service and Inspections team

o   Provide recommendations for process improvements and organizational changes in order to improve the customer experience

o   Set an example of customer service excellence by meeting or exceeding operational expectations

o   Monitor and prepare for upcoming events for customers (i.e. phone calls, contracts, meetings, etc.)

o   Maintain oversight on how assigned customers are performing (aging orders; on-time inspection compliance; customer-specific KPIs, Open AR, fiscal year-end requirements, etc.)

Some examples of responsibilities:

• Customer Calls/Meetings: Gathering customer specific information to present during conference calls, business reviews and customer meetings. A few of our customers have regularly scheduled calls to discuss work performance and potentially other topics. The NAS would lead this discussion, prepare and present the required information to the customer and respond to any questions they have.
• Travel to in person meetings as needed or requested by your customer. 
• Customer Escalations: Second point of escalation after the Regional Coordinator. Work through difficult situations with our service providers and internal team when a customer has an issue. Some examples:

o   Issues with the quality of work done in the field and/or customer service team

o   Customer would like more clarification or a deeper understanding of a topic and/or issue

Qualifications

• Computer literate (Outlook, Excel, Word)
• Telephone customer service aptitude
• Strong oral and written English communications skills
• Prioritization and management of multiple tasks
• Dependable, accurate, and detail oriented
• Be a self-starter who takes initiative and anticipates needs
• Experience with customer service
• Experience with WebApps and Astea ideal, but not required

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Benefits

• PTO
• ESOP
• 401k
• Medical + Dental + Vision + Life Insurance
• ST + LT Disability

Pay Range

Pay depends on your level of experience and education.

More Info

• Working hours of 7:30 am - 4:30 pm, Monday - Friday
• Office environment, climate controlled