Account Manager

CoolSys - Refrigeration and HVAC Systems; Phoenix (AZ); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

401(K) with Company match

Paid vacation and holidays

Life insurance

AD&D and short/long-term disability

Employee discounts

Job summary

CoolSys is seeking an Account Manager to align Sales, Account Management, and Operations across multiple customer accounts. You will ensure customer satisfaction by monitoring requests, KPIs, and SLAs, resolving escalations, and coordinating with Operations to meet agreed rates and scope.

The role emphasizes building strong customer relationships, identifying expansion opportunities, onboarding new accounts, and maintaining professional communication across all levels of the organization.

Qualifications

• 3-5 years in B2B customer service in a high-volume, fast-paced industry.
• Minimum 2 years account management experience preferred.
• Knowledge of commercial refrigeration and HVAC equipment a plus.
• Strong written and verbal communication skills.
• Ability to influence without authority.
• Ability to prioritize customers and initiatives; balance multiple priorities.

Responsibilities

• Acts as a bridge between Customer & Operations teams on assigned accounts to ensure alignment between operational/structural processes & customer needs
• Manages day to day account activities (open work orders, quotes, customer communications, etc)
• Identifies & mitigates risks to account retention
• Identifies areas of expansion at assigned accounts and communicates to sales leadership as they arise
• Involved in the customer onboarding process
• Develops customer relationships and acts as a Customer Advocate

Skills

B2B Customer Service

Account Management

Communication skills

Team collaboration

Project management

Tools

Microsoft Office

Job description

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states.

CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

No wonder Newsweek named CoolSys one of America's Greatest Workplaces!

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay: $65-75k
• Benefits: Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K) with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

The Account Manager (AM) is responsible for ensuring alignment of sales, account management, and operations teams. Develop & support long-term successful relationships with assigned accounts. Ensures customer satisfaction by proactively monitoring both the day-to-day execution of customer requests, as well as achievement of any customer identified Key Performance Indicators (KPI's) and Service Level requirements. (SLA's). Resolves escalations as they occur, and works with Operations to address gaps in our service deliverables and other issues as they arise. Reviews proposals developed by the Operations team to ensure they meet agreed upon rates, scope, and other customer requirements and are submitted in a timely manner. May participate in business reviews with assigned accounts as required. The AM will perform all duties in accordance with the company's policies and procedures as well as all US state and federal laws and regulations, wherein the company operates.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Acts as a bridge between Customer & Operations teams on assigned accounts to ensure alignment between operational/structural processes & customer needs
• Manages day to day account activities (open work orders, quotes, customer communications, etc)
• Identifies & mitigates risks to account retention
• Identifies areas of expansion at assigned accounts and communicates to sales leadership as they arise
• Involved in the customer onboarding process
• Develops customer relationships and acts as a Customer Advocate

WHAT YOU BRING

• 3-5 years in B2B Customer Service; experience in high volume, fast-paced industry preferred.
• Minimum 2 years Account Management experience preferred.
• Knowledge of commercial refrigeration and HVAC equipment and industry, a plus.
• Strong written and verbal communication skills.
• Ability to influence without authority.
• Ability to work under pressure and resolve customer service issues with professionalism and urgency.
• Ability to work in team atmosphere.
• Proficiency with Microsoft Office suite of applications (Word, Excel, PowerPoint, etc.)
• Strong written and verbal communication skills.
• Ability to develop and maintain strong customer relationships.
• Operate with a high degree of autonomy and professionalism.
• Ability to interface across all levels of the Light Commercial organization and professionally with customers of different levels.
• Ability to work with and coordinate with multiple individuals across a team.
• Demonstrate project management capabilities including, balancing competing priorities and the ability to multi-task.
• Ability to prioritize customers and initiatives.
• Demonstrate customer service skills and ability to address customer issues and concerns.

Today, there are 27 different companies that make up the CoolSys family of brands. Our valued employees are at the heart of our continued growth and success. We invite you to be part of that growth!

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CoolSys is an EEO/AA Employer. All qualified individuals - Including all ages, colors, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics are encouraged to apply.

Pre-employment background screening (criminal and MVR for driving positions) and drug testing are required for all positions. CoolSys will consider qualified applicants with criminal histories in a manner consistent with federal law, state law, or local ordinance.