Job Description

We are looking for ACCOUNT REPRESENTATIVE to join our COSTA MESA OFFICE!

Why join ACCO? ACCO Engineered Systems is one of the largest mechanical contractors in the country. Since 1934, owners and builders have selected ACCO to design, install, and maintain more than 250,000 mechanical projects. ACCO is dedicated to the design, fabrication, installation, maintenance and service of commercial and industrial HVAC, refrigeration, plumbing, process piping, and building automation systems. Whether your project is a low or high-rise office building, a shopping mall, hospital, semi-conductor fabrication facility or pharmaceutical manufacturing plant…ACCO can design, build, install, and maintain a mechanical system to meet your needs

Here at ACCO, we are a part of something bigger. Just ask our customers: California Academy of Sciences, L.A. Live, and San Francisco 49ers Stadium. While we have been around for 80+ years, we continue to grow at a dynamic pace. And we are looking for talented individuals to join our team. To read more about us, check out our ABOUT US section with current news and events.

The Core Service Department typically handles customer requests for repairs that require a quick turnaround. This position is responsible for problem-solving, solution development, estimates, and proposal development and closing sales of service proposals on a variety of HVAC systems and components.  Internal coordination is required through communication with field service technicians, their supervisors, billing staff, contracts staff, engineering staff, other Account Representatives.  External coordination and complete communication is required with ACCO’s customers.

The Account Representative is responsible for maintaining a “customer first” attitude while coordinating and scheduling the work internally. Initially, the person in this position is given sales leads for some established customers. The Account Representative is also expected to develop referrals from existing clients to assist in attaining sales goals for ACCO.

The Account Representative is also responsible for accurate and detailed regulatory compliance in the form of permitting required work as is necessary, and for refrigerant recovery and storage and the monitoring and reporting of such to the customer on an annual basis or when requested by the customer.

WHAT DOES THIS ROLE INVOLVE?

• Learn, understand and optimize ACCO’s business software in support of customer service.
• Provide accurate and profitable service and repair quotes and proposals using ACCO’s business software in support of customer needs.
• Coordinate with ACCO field technicians and the customer to obtain accurate and complete data for the assembly of quotations and proposals.
• Assist ACCO field technicians with field quoting activities.
• Provide any information required in support of the completion and billing of a Work Order from ACCO to the customer.
• Answer customer questions regarding, but not limited to, symptomatic issues, problem-solving, engineering support, quoting, pricing, scheduling, contractual specifics, and billing terms.
• Develop new client relationships through existing customer referrals.
• Other tasks and duties as assigned by supervisor and/or upper management.

SERVICE AND REPAIR QUOTES

• Use ACCO business software to develop detailed repair quotes.
• Interact with the field technicians to get all of the facts regarding the repair.
• Create a timeline for the repair to take place based on available labor and acquisition of all necessary parts.
• Use ACCO business software to write proposals for the quoted repairs.
• Interact with the field to schedule the repair, complete the work and close the Work Order.
• Keep the customer apprised of the progress and success of the repair.
• Alert the customer if a problem is encountered during the repair.  Keep the customer informed as to the progress of the repair.
• Interact with the billing team to bill the repair immediately upon completion.
• Provide all necessary back up documentation to Billing in support of the billing process.

ANNUAL CUSTOMER INTERACTION

• Provide accurate and detailed equipment update information to the customer at the time of the annual budget cycle.
• Identify the age and operating condition of the equipment.
• Source retrofit estimating support for the budgeting cycle from regional Service Sales Engineers or Project Managers, depending on the complexity of the work.
• Compile the budget report for the client. Deliver the budget report 90 to 120 days prior to the beginning of the customer’s buying cycle.
• Work to renew the maintenance contract through negotiations, thus avoiding a bidding cycle or re bid cycle.
• Monitor the profitability of the assigned maintenance accounts.
• Escalate the maintenance on an annual basis based on metrics provided by ACCO Core Service Management.
• Know and understand the customer’s fiscal year, ACCO Maintenance Contract Anniversary Date, customer buying cycle.

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

• High School Diploma or equivalent required
• Knowledge of and experience with Microsoft Excel
• 1-2 years of experience in HVAC
• 2-3 years of Account management experience 
• Understanding and maintaining a good internal and external customer satisfaction relationship is required.
• Billing experience.
• Data entry experience.
• Ability to handle pressure and hectic pace.
• Good written and oral communication skills.
• Strong phone background.
• Occasional mandatory overtime.
• Experience in the service industry preferred.
• Experience in customer service preferred.
• Bachelor's degree is preferred

PHYSICAL REQUIREMENTS

(The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)

• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is regularly required to walk and sit; climb or balance and stoop, kneel, crouch, or crawl (for purposes of assisting with project job walks and site inspections).
• The employee is occasionally required to reach above shoulder height to access storage cabinets and shelves.
• Regular & routine attendance is required.

WHAT’S IN IT FOR YOU?

• COLLABORATIVE COMPANY CULTURE - We have a diverse environment of skilled professionals - field construction workers, engineering, project managers, service technicians, and supporting staff - who collaborate together and make ACCO Engineered Systems an engaging place to work.
• COMPETITIVE BENEFITS -  including medical plans, dental, vision, 401k & company match, supplemental insurance.
• ESOP – Employee Stock Ownership Program. An exciting benefit from us to you, free of cost to all eligible employees.
• PAID TIME OFF - including Holidays, Vacation, Sick Time, and Personal Time
• PROFESSIONAL DEVELOPMENT PROGRAMS – Educational reimbursements, Professional memberships, training programs, and career growth opportunities.

ACCO IS AN EQUAL OPPORTUNITY EMPLOYER AA M/F/V/D.

We proudly hire U.S. Military Veterans, and those qualified are encouraged to apply.

Equal Employment Opportunity is The Law. | Pay Transparency Nondiscrimination Provision.

ACCO will consider qualified applicants with criminal histories for employment.

AT THIS TIME, ACCO IS UNABLE TO PROVIDE VISA SPONSORSHIP.