Customer Service Manager (Power Generation / HVAC Equipment)

PowerSecure, Inc.

Ball Ground (GA)

On-site

USD 65,000 - 90,000

Full time

41 hours ago

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Benefits offered by this job

Medical, dental, vision and life保险

401(k) plan

Vacation and holidays

Flexible spending accounts

Wellness programs

Employee referral program

Tuition reimbursement

Job summary

PowerSecure, a Southern Company subsidiary, seeks a Customer Service Manager to oversee day‑to‑day activities for assigned accounts and build lasting customer relationships.

You will work with the sales and operations teams to meet financial goals, manage renewals, pricing, and service scopes, and develop KPI reports for management review.

Qualifications

Minimum 5 years Account Manager experience in a B2B environment.
High School diploma required; Bachelor’s degree preferred.

Responsibilities

Serve as customer advocate and liaison between customer and company.
Collaborate with Sales to address pricing, locations, or services.
Develop reports to manage customer KPIs and schedule periodic business reviews.
Oversee contract renewals and ensure contract compliance.
Provide after-hours emergency response as required.

Skills

Customer management

MS Office

Analytical skills

Organizational skills

Time management

Attention to detail

Multitasking

Self-motivation

Communication skills

Education

High School diploma

Bachelor’s degree

Tools

MS Office suite

Job description

Position Summary

The Customer Service Manager position is responsible for day-to-day activities of assigned customer accounts. This position shall be the customer advocate within the company while also maintaining an appropriate balance for the company interest. A company Customer Service Manager is expected to build and maintain strong, long-lasting customer relationships. This position is expected to maintain the general customer relationship, work closely with the assigned sales representative, and identify ways to provide additional services to the customer. The Customer Service Manager shall coordinate services with the customer and solve problems to effectively manage the customer’s expectations. The Customer Service Manager shall work with the operations team to meet or exceed financial & operational goals for his/her accounts.

Position Summary

In addition, the Customer Service Manager will oversee customer accounts and assist inter-department Team Members who are directly responsible for (i) contract renewals for current accounts (including price increases); (ii) working collaboratively with Sales on requests for pricing additional locations or services (iii) the review of customer-proposed Scopes of Work; (iv) the development of reports for managing the customer’s key performance indicators (KPI) defined by the Customer and/or Company; and (v) scheduling and attending periodic business reviews.

Duties And Responsibilities

Liaison between company and customer acting as the advocate for the customer.
Engage with the operations teams to support meeting or exceeding financial and operational goals.
Develop a comprehensive knowledge of company services, solutions, and programs.
Manage the day-to-day communication and escalations of assigned accounts via inbound telephone calls, vendor portals and emails.
Oversee customer escalations to resolution through coordination with other internal teams.
Actively review PowerSecure’s PowerControl platform to coordinate emergency responses and storm support.
Take a proactive role in communicating with the customer and meeting their needs. Meet with customer regularly to discuss upcoming services and schedules.
Obtain feedback from customer on quality of service performed and work with delivery teams to enhance future service to the customer.
Build and maintain strong customer relationships with each assigned account.
Ensure all required reporting and contract compliance requirements are being met.
Ability and authority to address customer complaints and issues, while maintaining professional demeanor at all times.
Coordinate with the other team members to resolve problems, facilitate solutions and enhance the customer service experience.
Engage with leadership and other departments in developing processes, procedures and strategies related to the Account Management Department.
Onboard new customers into company’s systems and processes.
Establish frequent customer feedback process and organize feedback to communicate to management and other departments.
Periodic travel will be required to attend customer meetings.
Provide after-hour emergency response as required.

Education And Experience

Minimum of 5 years Account Manager experience within a business-to-business environment.
High School diploma is required.
Bachelor’s degree is preferred.
Previous service industry experience (Power Generation, HVAC, etc.) is preferred.

Knowledge, Skills, And Abilities

Capability of managing customers with tact, patience, and grace.
Fluency with Microsoft Office product suite.
Critical reading and analytical skills.
Strong organizational skills.
Ability to manage workload issues with strict deadlines and attention to detail.
Capable of working independently and multi-tasking in fast paced environment.
High energy level with ability to take initiative.
Must possess excellent verbal and written communication skills.

Conformance Statement

Perform quality work within deadlines with or without direct supervision.
Interact professionally with other employees, customers, and suppliers.
Work effectively as a team contributor on all assignments.
Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
Treat all customers and colleagues with respect and dignity.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.

PowerSecure is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law. This position is not open to third-party recruiters.

About Us

PowerSecure, a Southern Company subsidiary, is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers.

Join Our Power Team!

We invest in high-value and cost-effective benefits for our employees. Our benefits package includes: