National Client Service Representative

About Us

We provide industry-leading, end-to-end fire protection, mechanical, and HVAC services. Our skilled tradespeople work in virtually every market across the nation.

S.A. Comunale has been a local industry leader for end-to-end mechanical, fire protection and HVAC services for nearly 100 years. We offer our clients significant financial strength, unmatched bonding capability, an award-winning safety program, and large-scale purchasing power. With 16 locations and over 1,450 employees, including 850 skilled tradesmen throughout Ohio, Pennsylvania, New Jersey, Kentucky, Maryland, and West Virginia, S.A. Comunale can work in virtually every market sector and facility type.

Click the link below to watch a short video about S.A. Comunale.

https://comunale.com/application/files/5717/5459/5043/Sprinkler_Highlight_Vide_LoRes.mp4

Job Summary

Our business is growing and the Norton office is looking to add dynamic members to our National Accounts team!

The National Accounts Division provides unparalleled quality and 24/7 services and capabilities. Our decades in the market have allowed us to build an expert team consisting of some of the most experienced fire and life safety professionals in the industry. We service the entire United States through our National Accounts team, self-performing branch offices and our pre-qualified vendor network.

The National Client Service Representative is a key role within the organization, responsible for providing specialized support to established national accounts that include major corporations across the United States such as Big Box and multi- site retailers, restaurant franchisees and more.

The primary function of this role is divided between managing inbound and outbound client phone calls (25% of the time) and relying heavily on email correspondence to handle customer specific requests, including logistics and dispatch of sub-contractors for service and inspection of fire protection systems, and generating sales quotes for future potential work orders.

Essential Duties & Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Managing national clients, providing timely and accurate support for customer inquiries and service/inspection requests through inbound and outbound client phone interactions and electronic communications.
• Schedule service and inspection of customer sites on demand with sense of urgency.
• Collaborate closely with internal and external clients, vendors, partner branch locations, vendor relations coordinator and subcontractors to successfully execute national account activities.
• Participate and provide cross training and work in collaboration with the team to ensure efficiency and effectiveness.
• Work on-site at our Norton office Monday through Friday: 8am-5pm
• Reliable and regular attendance is required.
• Other duties may be assigned.

LOGISTICS / DISPATCH COORDINATION

• Assist in coordinating logistics for national accounts, liaising with vendors and customers as needed.
• Utilize internal and third-party facility management software to track and manage work orders.

ISSUE RESOLUTION & CUSTOMER SUPPORT

• Assist in addressing and resolving customer service issues, escalating complex issues to supervisors, vendor relations coordinator or other departments as necessary.
• Provide prompt and professional customer support, ensuring timely resolution of inquiries and concerns.

QUOTING & WORK ORDERS

• Support the generation of accurate quotes for national accounts, reviewing vendor quotes and negotiate vendor discounts when applicable.
• Assist with the order entry process, ensuring timely and accurate processing of orders while adhering to customer requirements and deadlines.

DATA MANAGEMENT & ANALYSIS

• Maintain internal and third-party customer databases, provide timely follow-up on work order quotes, and scheduling of inspection / repair.
• Identify any discrepancies and areas for improvement.

Qualifications

• High School Diploma or GED.
• 3+ years’ experience in logistics, dispatch, call center or customer service role (or combination thereof).
• Demonstrated ability to provide superior customer service, manage logistics, and support national account activities effectively.
• Proficient in Microsoft Outlook, Excel and Word, with the ability to learn and utilize database and quoting tools.

Benefits

WHAT WE OFFER

• Competitive Pay
• Bonus Eligibility
• Comprehensive Benefits: Medical, Dental, Vision, Tuition Reimbursement
• 401k with Match
• Company Logo Apparel

Equal Opportunity Employer

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled.

Affirmative Action Policy

Please review our Affirmative Action Policy.

Notice to Prospective Employees

Notice to prospective employees: There have been fraudulent postings and emails regarding job openings. EMCOR Group and its companies list open positions here. Please check our available positions to confirm that a post or email is genuine. EMCOR Group and its companies do not reach out to individuals to help with marketing or other similar services. If an individual is contacted for services outside of EMCOR’s normal application process - it is probably fraudulent.