National Accounts Service Lead - Remote & On-Call

Rinnai America Corporation; North Carolina; On-site; USD 57,000 - 69,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

PTO

401(k) Match

Life Insurance

Disability Insurance

Tuition Reimbursement

Volunteer Day

Employee Discounts

Job summary

Rinnai America Corporation is seeking a Sr. National Accounts Service Coordinator to manage emergency and planned replacement jobs and preventive maintenance for commercial National Accounts.

The role is remote with on-call evenings, weekends, and holidays as needed, and salary up to $62,893 per year. You will coordinate with sales to select service providers, develop cost standards, monitor CRM, and manage account relationships across major markets.

Qualifications

• Minimum 10 years of dispatch in a multi-task environment or related customer service experience.
• Pre-existing relationships with key service providers in major US markets.
• Knowledge of market-based pricing for labor and materials.
• Experience servicing direct customer accounts in a multi-channeled environment.
• Proficient in MS Office and CRM systems.

Responsibilities

• Coordinate with Sales Team to identify and select Commercial Service Providers in each major market to provide installation and repair services to Rinnai Commercial National Account customers.
• Develop cost standards by type of project for labor and material negotiations for Installation and repair proposals.
• Review and mitigate labor and material invoice variances to CSP installation quote.
• Manage CSP grading process to identify best source of labor in each major market based on Quality, Delivery, Cost of services.
• Monitor CRM and other tracking systems to ensure all account information is accurate and up to date.
• Receive, manage, and complete emergency and non-emergency commercial service issues and inquiries.
• Apply Rinnai’s customer service philosophy to National Accounts customers, CSPs, and distributors.
• Create troubleshooting guides for products and train coordinators to restore hot water by phone.
• Develop account management relationships with customers.
• Establish relations with reps, distributors, and sales managers to dispatch calls.
• Enter orders into MRP system ensuring accuracy and timeliness.
• Follow up on active account-related issues with urgency.

Skills

Communication

Account management

Customer service

Time management

MS Office

Negotiation

Education

High school diploma or equivalent

Tools

Syteline

Service Channel

Corrigo

CRM systems

Job description

Rinnai America Corporation is seeking a Sr. National Accounts Service Coordinator to manage emergency and planned replacement jobs and preventive maintenance for commercial National Accounts.

The role is remote with on-call evenings, weekends, and holidays as needed, and salary up to $62,893 per year. You will coordinate with sales to select service providers, develop cost standards, monitor CRM, and manage account relationships across major markets.