Customer Success and Critical Account Oversight
• Serve as the dedicated point of accountability for high-priority and high-security accounts including Leidos, the White House, the Pentagon, and military facilities across all markets.
• Conduct daily reviews of all flagged and high-security accounts to identify open items, documentation gaps, or service issues before the customer is impacted.
• Review and verify all account documentation and compliance requirements before and after every service visit to confirm accuracy and completeness.
• Confirm that field teams are following all account-specific processes, security protocols, and customer requirements on every job.
• Maintain consistent and proactive communication with critical accounts so customers are never left waiting for a status update.
• Coordinate and support quarterly business reviews with customers to cover service performance, open items, and upcoming needs.
• Track service history, recurring issues, and work order activity across critical accounts and report patterns to the Business Manager before they become escalations.
• Act as the internal escalation point for any issue, change request, or complaint on these accounts and ensure the Business Manager is informed with full context.
Work Order and Portal Management
• Monitor and manage open and in-progress work orders daily across Service Channel and Verisae for all assigned markets.
• Escalate any work order sitting past 15 days without resolution or update to the appropriate team or management.
• Send proactive customer updates on repair status, scheduling, and resolution timelines without waiting to be contacted.
• Track invoice disputes and keep work order statuses current across all portals.
• Monitor NTE increases and flag anything exceeding 3 to 4 business days for review.
• Prepare and distribute weekly and monthly aging reports to the Business Manager.
Quote Follow-Up and Management
• Conduct regular follow-up on all open and aged quotes to push for customer decisions and prevent approvals from going cold.
• Identify quotes that have been sitting without a response and escalate them with context to field management or the Business Manager.
• Coordinate with field managers to confirm quotes are sent on time and customers have the information needed to approve.
• Track and report on the status of pending, approved, and declined quotes so leadership has a clear view of where revenue is in the pipeline.
• Create quotes for minor work and diagnostic charges as needed.
Collections Support
• Track customers who are out of payment terms across all assigned markets.
• Send open invoice lists and follow up consistently on outstanding balances.
• Escalate non-responsive accounts to the Business Manager with a summary of contact history and balance detail.
Customer Onboarding
• Review all new customer documentation during the onboarding process to confirm everything is complete and accurate.
• Verify that labor rates, material rates, and pricing details match the approved documentation before the account goes live.
• Coordinate first-visit scheduling summaries for field managers.
• Prepare finalized new customer summaries for Business Manager review and introduction.
Internal System and Administrative Support
• Clean up old open work orders in SamPro and review unbilled or outdated records for closure.
• Generate weekly or monthly market health and unbilled work order reports.
• Manage check-in and check-out processes in third-party portals.
• Set up new portal logins for field managers when team members are added.
• Support the logistics coordinator team with day-to-day coordination and communication as directed by the Business Manager.
