Account Manager - National Accounts Commercial HVAC/R

Job Description

Job Description

Position Overview  

Helios HVACR is seeking a detail-oriented and client-focused  Account Manager to support the performance and execution of assigned client accounts. This role is responsible for ensuring timely service delivery, maintaining strong client communication, and supporting operational and financial outcomes across a portfolio of accounts. 

The Account Manager plays a critical role in day-to-day execution—managing work orders, coordinating with Dispatch, handling client requests, and ensuring all processes are completed accurately and on time. This position requires a high level of organization, responsiveness, and accountability within a fast-paced, 24/7 service environment. 

  Key Responsibilities  

Client Support & Service Delivery  

• Serve as a primary point of contact for assigned client accounts

• Provide timely updates on all work orders, service requests, and job statuses

• Ensure client expectations are met through clear communication and follow-through

• Maintain strong relationships by proactively addressing client needs and concerns

Work Order Management & Scheduling  

• Manage and update work order schedules, ensuring accurate ETAs in systems and client portals

• Partner with Dispatch to prioritize urgent and emergency service requests

• Monitor work order progress to ensure timely completion and accurate documentation

• Escalate scheduling conflicts or service risks to Senior Account Managers when needed

Quote & Approval Processing  

• Enter and track all client quote approvals accurately and in a timely manner

• Monitor quote activity and provide regular updates on approval status

• Ensure alignment between approved quotes and executed work

SLA Performance & Reporting  

• Monitor service level agreement (SLA) performance across assigned accounts

• Provide regular reporting and updates to leadership on performance metrics

• Identify service gaps and support corrective actions

Financial & Margin Support  

• Support account-level financial performance, including margin awareness and cost tracking

• Identify opportunities to improve profitability and escalate concerns as needed

• Partner with Senior Account Managers and leadership on financial optimization strategies

Invoicing & Financial Coordination  

• Track invoice submission and ensure completeness and accuracy

• Support timely billing processes by ensuring work orders are invoice-ready

• Assist in resolving discrepancies that may delay invoicing

Client Communication & Follow-Up  

• Maintain consistent communication on all active work orders and open items

• Follow up on pending actions to ensure timely resolution

• Ensure no client requests or issues go unaddressed

Preventative Maintenance (PM) Administration  

• Manage PM schedules, ensuring visits are entered and tracked accurately

• Maintain PM contract data, including scope, frequency, and pricing

• Ensure PM work orders are created, scheduled, and completed correctly

After-the-Fact Quote (ATFQ) Management  

• Ensure timely submission of ATFQs for work exceeding approved limits

• Maintain accurate tracking of ATFQs to support financial reporting and accruals

 

Month-End Close & Job Readiness  

• Review all completed work orders for accuracy and invoice readiness

• Validate job costs, statuses, and completion details prior to month-end close
• Support accurate financial reporting through detailed job review

What Success Looks Like  

• Timely and accurate work order management with minimal errors

• Strong client communication and responsiveness

• Consistent SLA performance and service delivery

• Accurate and timely quote, invoicing, and financial coordination

• High level of organization and follow-through across all responsibilities

• Proactive identification and resolution of issues before escalation

 

Qualifications  

• 4 years of experience in account management, coordination, or service operations (HVACR or related industry preferred)