Account Manager - National Accounts Commercial HVAC/R

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)  Strong organizational and time management skills in a fast-paced environment  Excellent communication skills with both clients and internal teams  Basic financial understanding, including margins and job costing  High attention to detail and accuracy  Experience with service management systems (Sampro or similar preferred)  National Accounts Expereince  Core Competencies Accountability & Ownership  Client Communication  Operational Execution  Attention to Detail  Problem Solving  Team Collaboration