Special Accounts Leader: Service Excellence & Growth

LVI Associates; Connecticut; On-site; USD 90,000 - 130,000; Full time

Job summary

LVI Associates in Connecticut seeks a Special Accounts Manager to lead the Special Accounts team, ensuring exceptional customer service, operational effectiveness, and KPI achievement. You will oversee account management, work orders, and dispatch support, driving improvements alongside Operations and Field Service teams to exceed expectations.

As the primary escalation point, you will develop team members, manage onboarding of new accounts, and support proposals.

Qualifications

• Minimum five years in customer service, operations, or dispatch.
• At least two years in leadership or supervision.
• Experience in HVAC or related facilities management desirable.
• Bachelor's or associate degree preferred in business or operations.

Responsibilities

• Lead and develop the Special Accounts team to deliver high customer service.
• Oversee account management, work orders, and dispatch support.
• Monitor KPIs, service levels, and customer satisfaction metrics.
• Collaborate with Ops, Field Service, and Sales to meet expectations.
• Lead onboarding of new accounts and participate in RFPs.
• Maintain dashboards and drive process improvements.

Skills

Customer service leadership

KPI tracking

Process improvement

Team mentoring

Communication skills

Data analysis

Education

Associate's or Bachelor's degree

Tools

ERP systems

CRM software

Excel

Job description

LVI Associates in Connecticut seeks a Special Accounts Manager to lead the Special Accounts team, ensuring exceptional customer service, operational effectiveness, and KPI achievement. You will oversee account management, work orders, and dispatch support, driving improvements alongside Operations and Field Service teams to exceed expectations.

As the primary escalation point, you will develop team members, manage onboarding of new accounts, and support proposals.