Residential Account Manager

Residential Account Manager

Dixie Electric Plumbing Air is seeking a motivated, customer-focused Residential Account Manager to join our team. This position is responsible for managing residential customer relationships, generating sales opportunities, following up on service recommendations, and driving revenue across our HVAC, Plumbing, and Electrical and Garage Door divisions.

The Residential Account Manager will serve as a key point of contact for residential customers follow ups, helping identify their home service needs based on previous service estimates and connecting them with the appropriate solutions offered by Dixie Electric Plumbing Air. This individual will work closely with dispatch, service technicians, field management, and the sales team to ensure seamless customer experience while maximizing sales opportunities.

The ideal candidate is professional, organized, sales-driven, and passionate about delivering exceptional customer service while contributing to the company's continued growth.

Essential Duties and Responsibilities

• Follow up on open estimates, unsold proposals, pending service recommendations, and previously identified customer opportunities.
• Build and maintain strong relationships with residential customers to encourage repeat business and customer loyalty.
• Recover Lost Opportunities by reaching out to customers who have canceled appointments or declined recommended work to understand their concerns and explore opportunities to earn their business.
• Discuss and negotiate service pricing within company guidelines while reinforcing the value of our services.
• Identify customer needs and recommend appropriate HVAC, plumbing, and electrical services, repairs, replacements, and upgrades.
• Promote company maintenance agreements, and available service offerings.
• Identify opportunities to cross-sell services across all three divisions.
• Coordinate with dispatch and field management to ensure customer needs are communicated and addressed appropriately.
• Maintain accurate customer records, sales activities, estimates, and follow-up documentation within the company CRM
• Monitor sales pipelines and maintain consistent communication with customers throughout the sales process.
• Meet or exceed established sales quotas, revenue targets, and performance expectations.
• Assist customers with available financing option and promotions.
• Maintain a thorough understanding of Dixie Electric Plumbing Air's services, pricing, promotions, and company standards.
• Work collaboratively with internal departments to ensure customer satisfaction and operational efficiency.
• Perform additional responsibilities as assigned by management.

Requirements

• High school diploma or equivalent required.
• Previous experience in inside sales, account management, customer service, or sales coordination preferred.
• HVAC, plumbing, electrical, or home services industry experience strongly preferred.
• Experience with ServiceTitan or similar CRM software is a plus.
• Strong communication, negotiation, and customer relationship skills.
• Ability to identify sales opportunities and successfully close business.
• Strong organizational skills with the ability to manage multiple customer accounts and follow-ups.
• Comfortable making outbound calls and handling inbound inquiries.
• Proficient in Microsoft Office and general computer applications.
• Ability to work independently while contributing to a team-oriented environment.