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

Helios HVAC/R Services LLC determines compensation based on the cost of labor across several US geographic markets. The base pay for this position ranges from $22-25 hour. Pay is based on a number of factors including market location, job-related knowledge, skills, and experience.

* Helios is an equal opportunity employer. The company provides equal opportunity to qualified persons without regard to race, color, creed, religion, sex, national origin, age, disability, medical condition, genetic characteristics, veteran status, citizenship, ancestry, marital status, gender, or any other characteristic protected by federal, state, or local law. This nondiscrimination policy extends to all terms, conditions, and privileges of employment.

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