Strategic Accounts Coordinator

Company Overview:
At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.

Position Summary:

Provide “World Class” support to our National Account Customers. Coordinate all facets of service, billing, and monitoring support. Provide leadership to the National Account Sales Team and local branch offices to succeed in meeting all Service Level Agreements and Branch Metrics.

Essential Duties and Responsibilities include the following:

To perform this job successfully, the Strategic Account Coordinator may be expected to perform some or all of the duties listed, and other duties as assigned.

• Accurately entering data from various sources into designated databases and spreadsheets.
• Primary Tier 1 support person for designated property owners, management companies, and property staff.
• Build relationships with customers by phone and email, and provide continuous communication.
• Create, notate, and close actions for completed tasks and relevant interactions with technicians, property staff, and residents
• Serve as the primary contact for Strategic Accounts Property Managers seeking support for their smart program.
• Escalate, track, and resolve support-related issues on the Specific Customer’s properties.
• Ensure activation rate within the properties.
• Train/Retrain Property Managers of Specific Customer properties (post initial training by CSM)
• Key metrics: Mean Time to Resolution (respond and resolve), retention, activation rate within the properties, and Net Promoter Score
• Host virtual trainings and refresh courses for property staff to review and explain the operation of their equipment and applicable services.
• Collaborate with various company departments to research and resolve customer issues.
• Ensure that all customer correspondence is responded to or forwarded to the appropriate department within 2 hours of receipt in the department.
• Prepare formal correspondence in response to customers’ questions or concerns.
• Assist in resolving customer escalations.
• Assist in tracking statistical information as needed for the department and compile data into reports that are submitted to management promptly.
• Take inbound calls throughout the shift.
• Establish a weekly review call with the Customer’s Corporate Level
• Provide monthly property status reports on Trouble Tickets, Hub online/offline, and activation levels per property
• Support and participate in Quarterly Business Reviews with Specific Customers
• Position may require mandatory overtime when necessary to meet company metrics.
• Perform all other duties and projects as assigned.

Knowledge:

• Maintain a strong knowledge of industry and company operations.
• Knowledge of all sales, installation, billing, and monitoring systems that assist in managing our business.
• Basic knowledge of accounting principles and practices.
• Knowledge of Microsoft Office (Word, Excel, Access, Outlook), Internet, and other computer applications.
• Knowledge of Company policies, procedures, guidelines, and practices.

Skills:

• Must possess strong organizational skills and the ability to prioritize and maintain multiple assignments.
• Must have excellent listening skills.
• Must be able to take direction and perform tasks in an expedient manner.
• Must have good customer service and interpersonal skills.

Abilities:

• Ability to write reports, business correspondence, and procedure manuals.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands:

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; a