National Account Support Specialist

Diversified Maintenance is hiring a National Account Support Specialist. The National Account Support Specialist provides overall support for client operations and relationships, serving as a consistent point of contact and ensuring a high level of service delivery. Responsibilities include coordinating daily activities, responding to client needs, supporting internal teams, and helping ensure work is completed accurately and on time. The position contributes to maintaining effective processes, resolving issues as they arise, and supporting service standards to promote smooth operations, strong collaboration, and positive client experiences.

RESPONSIBILITIES:

Client Support and Communication

• Serve as a representative for Diversified Maintenance in all client communications (in-person meetings, calls and email)
• Provide outstanding customer service to all customers, both internal and external
• Manage/support day to day operations for assigned clients
• Timely monitor and respond to general emails related to assigned responsibilities
• Support the Client Relations Executive, assisting with client needs and managing client-specific SLAs (Service Level Agreement) and Key Performance Indicators (KPIs)
• Manage daily work orders
• Partner with field operators to schedule/bill tag work
• Maintain master billing files; create and communicate service quotes to assigned clients
• Demonstrates independent decision-making capabilities regarding day-to-day operations
• Strong ability to resolve conflicts with internal and external customers
• Develop and implement processes to ensure compliance with client SLAs and KPIs

Reporting, Data, and Analysis

• Analyze monthly financial analytics, including revenue, budgets, and labor
• Develop client-specific analysis reports on metrics such as staffing, budgets, revenue, and attendance, as well as other requested data
• Create, update, and maintain spreadsheets and documents using MS Office, Excel and G-Suite products (e.g., Google Sheets, Slides)

QUALIFICATIONS (MUST HAVE):

• Must possess a high school diploma or equivalent
• Ability to obtain and maintain all necessary state or federal licensing requirements
• Minimum of one (1) year of professional-level experience utilizing Microsoft Excel and/or Google Sheets
• Ability to work independently or collaborate within a group to complete assigned tasks
• Computer skills including Microsoft products (Word, Excel, PowerPoint), G-Suite Products (Sheets, Docs, Slides), JD Edwards, Windows
• Well organized and able to manage multiple priorities on a daily basis
• Self-motivated and ability to take initiative
• Excellent oral and written communication skills
• Attention to detail
• Thoroughness, dependability, tact, and courtesy; ability to work in a team environment

PREFERRED QUALIFICATIONS (NICE TO HAVE):

• College degree in Business Administration
• Prior experience in the janitorial and/or security industry, law enforcement, military and/or customer service or hospitality industries
• Experience in scheduling, operations, supervising or other functions of the security industry
• Office environment experience
• Customer service experience

BENEFITS:

• Medical, dental, vision, basic life, AD&D, retirement plan and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.