CSR Account Manager

Job Description

Job Description

Together We Build – Partnership, Innovation, Excellence, and Safety

At Kelso Industries, 3,500+ employees across 30 companies work together to deliver exceptional HVAC, mechanical, plumbing, refrigeration, and electrical solutions nationwide. Join us to grow your career, make an impact, and be part of a team where innovation, excellence, and safety come first.

Recruiter Notice: We respectfully ask external recruiters and staffing agencies not to submit candidates. We only accept direct applications.

About Kelso Building Services

Kelso operates branches across 8 cities, each running as an independent unit built around a branch manager, sales team, and in-field technicians. Two centralized teams support every branch: the Account Services Group (ASG), which handles work order dispatch, project management, estimating, ordering, and invoicing, and the Central Support Center (CSC). Together they centralize the administrative backbone so branches can stay focused on the client relationship and the work itself.

Position Summary

The CSR Account Manager is the client-facing liaison for the branch, reporting directly to the Branch Manager. This role exists to keep communication and coordination flowing cleanly between the branch, the Account Services Group (ASG), the Central Support Center (CSC), and the client — so that nothing falls through the cracks between the people doing the work and the people relying on it.

The CSR Account Manager owns client escalations from first contact to resolution: pulling in the right people internally, chasing down the information the client needs, and pushing every issue toward a positive outcome. The role also keeps a close eye on the operational details that drive client satisfaction — work order status, parts and materials backlog, supplier performance, and dispatch scheduling — so that service level agreements and client expectations are consistently met.

Key Responsibilities

Client Liaison & Communication

• Serve as the primary point of contact between the client and the branch for day-to-day account matters.
• Coordinate communication and workflow between the branch, ASG, and CSC to ensure client needs are understood and acted on without delay.
• Keep clients proactively informed on the status of open work, known issues, and upcoming milestones.

Escalation Management

• Receive and own client escalations, acting as the internal driver for resolution.
• Intervene across branch, ASG, and CSC teams to gather the updates and information needed to respond to the client.
• Push internally for timely, positive outcomes on every escalated issue, and follow up to confirm resolution.
• Keep the Branch Manager informed of significant or unresolved escalations.

Work Order & Materials Tracking

• Retrieve and interpret work order (WO) status and parts/materials backlog information to answer client and internal questions accurately.
• Monitor backlog trends and flag at-risk orders before they become client-facing problems.

Supplier Accountability

• Track supplier commitments related to parts and materials, and hold suppliers accountable for delivery timelines.
• Escalate supplier delays internally and to the supplier as needed to protect client SLAs.

Dispatch Coordination & SLA Adherence

• Work directly with dispatch to ensure jobs are scheduled in a way that meets client SLAs and expectations.
• Monitor scheduling against SLA commitments and proactively address gaps before they impact the client.
• Partner with dispatch on prioritization when client needs shift or urgent issues arise.

Required Qualifications

• 2+ years of experience in a client-facing account management, customer service, or coordination role, ideally in field services, construction, facilities, or a related trade industry.
• Strong verbal and written communication skills; comfortable delivering both good and difficult news to clients.
• Demonstrated ability to coordinate across multiple internal teams to resolve issues.
• Working knowledge of work order management, scheduling/dispatch processes, or materials/procurement workflows (or ability to learn quickly).
• Strong organizational skills with the ability to track multiple open issues simultaneously.
• Comfortable holding external vendors/suppliers accountable to commitments.

Preferred Qualifications

• Experience with work order management or dispatch software.
• Familiarity with SLA-driven service environments.
• Prior experience in the building services, construction, or trades industry.

Core Competencies

• Client relationship management
• Problem ownership and follow-through
• Cross-functional coordination
• Attention to detail under time pressure

Calm, solutions-oriented communication during escalations

Why Join Kelso Industries?

Join us and be part of a team dedicated to creating efficient, sustainable, and high-performance environments that make a lasting impact across the industrial, commercial, and institutional sectors.

Here you will experience:

Growth Opportunities: Develop new skills, take on exciting challenges, and advance your career in meaningful ways.

Company Culture: You'll thrive in an environment that supports your growth, values your contributions, and makes work fulfilling and enjoyable.

Impact: Your work directly contributes to meaningful outcomes, allowing you to see the difference you make and feel a sense of purpose every day.

Competitive Compensation & Benefits: You'll be rewarded fairly for your contributions while enjoying perks that enhance your financial security, health, and overall well-being.

Kelso Industries celebrates diversity and is committed to creating an inclusive environment for all employees. We do not discriminate in any aspect of employment based on race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Kelso does business