Account Specialist

Job Description

Job Description

JOB TITLE: Account Specialist

EMPLOYER: Telgian Fire Safety

DEPARTMENT: Operations

REPORTS TO: Account Managers/Sr. Account Managers

EFFECTIVE DATE: 7/30/2026

SUMMARY:

The Account Specialist is the main point of contact to external customers. Provides on time response to customer inquiries with immediate and thorough resolution to customer challenges and problems. Handles escalated customer issues for customer team. Maintains service order database. Monitor service orders and customer third party systems ensuring on time completion and updates. Completion of administrative tasks.

DUTIES AND RESPONSIBILITIES:

• Create standard scope proposals and distribute to customers based on the contractual

guidelines and pricing. Follow up as required for timely execution .

• Examine and analyze service order requests from customers; prioritize and dispatch to the appropriate partner and ensure acceptance.
• Proactively identify and resolve service order processing issues in a timley manner to ensure on time completion and compliance with client SLA's. Escalate service order issues as needed.
• Review and comprehend customer contracts of designated team to ensure service level agreements are met, per customer specifications.
• Receive and handle all escalated customer issues, providing one step resolution when

possible and recommending process improvements to prevent reoccurrence.

• Respond timely to customer emails and phone calls, providing an escalated level of

customer service.

• Compiling and distributing of customer reports and schedules and PO's to meet

customer reporting and SLA requirements.

• Provide feedback to manager regarding process improvements.
• Maintains service order database of customer locations, service requirements,

agreements, and schedules. May require coordination with other departments.

• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• Experience required; Customer Service in a Call Center or B2B Environment, Work Order Management, Fire Protection Knowledge.
• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Associate degree (AA) or equivalent from a two-year college or technical school, or six months to one-year related experience and/or training, or equivalent combination of education and experience.
• Computer skills required; Microsoft Office Suite; Microsoft Dynamics AX preferred.

COMPETENCIES:

• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand
• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally required to climb, balance, bend, stoop, kneel or crawl

• Continually required to talk or hear
• While performing the duties of this job, the noise level in the work environment is usually moderate

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ACKNOWLEDGEMENT

I have read the foregoing job description and understand the responsibilities of the job. I agree that I am able to perform the essential duties of this position.

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Employee Name Manager Name

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Employee Signature Manager Signature

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Date Signed Date Signed