Account Specialist

With more than 100 years of steady growth, UMC is proud to offer an environment where continuous learning, collaboration, and innovation are part of everyday work. We empower team members through hands-on experience, supportive training, advanced technology, and creative problem-solving. Our people are knowledgeable, trusted, and committed to doing what's right-for our clients, our teams, and our communities.

We recognize that our people are the foundation of our success. At UMC, we are intentional about fostering a culture where everyone feels welcomed, respected, and supported. We bring together talented individuals from across the region to form high-performing teams in design, engineering, project management, and business services.

Let UMC be the next step in your career-where your well-being, work-life balance, and growth matter.

Application Process:

UMC uses an electronic application process for open positions. Required documents may include a resume, cover letter, references, and work authorization confirmation. Online assessments may be included as part of the candidate evaluation process.

Benefits Summary:

UMC offers a competitive salary and a generous benefits package, including:

1. Medical, dental, and vision insurance
2. 401(k) plan with company match
3. Health Savings and Flexible Spending Accounts
4. Company-paid life and disability insurance (STD/LTD)
5. Paid Time Off (PTO) beginning at 120 hours annually for full-time employees
6. Seven paid holidays plus one floating holiday
7. Employee Assistance Program
8. Professional development support and tuition reimbursement
9. Employee referral program
10. Wellness program and employee events

Paid Time Off:

Eligible employees begin accruing PTO on their date of hire. PTO combines vacation and sick leave, starting at 15 days per year for full-time employees.

Starting Hourly Wage: $33.65 - $38.46/hour; depending on experience

Location: Lynnwood, WA

Classification: Non-exempt

Must be eligible to work in the U.S. - Sponsorship not available

Position Overview:

Serve as the primary contact and relationship manager for assigned Service Agreement accounts. Promote client satisfaction through proactive, scheduled on-site meetings and consistent customer support. Identify opportunities to expand UMC Services within existing accounts, including additional equipment, properties, and service lines. Act as the central point of contact for account-related matters to ensure clear communication and effective service delivery. Contribute to the Service department's annual goals for revenue, margin, and safety.

Key Responsibilities:

Client Relationship Management:

1. Build and maintain strong client relationships through proactive communication and service.
2. Prioritize in-person visits to client locations.
3. Provide account leadership to position UMC as the preferred mechanical service provider.

Budget Oversight:

1. Establish, track, and report budgets, including labor hours, for all Service Agreements (SA), Quick Response (QR), and Recommended Repairs (RR) Work Orders.

Account Presentations:

1. Prepare and lead AIM "Stand and Deliver" presentations as directed by the Senior Director or Director.

Service Agreement Addendums:

1. Estimate, propose, and process SA addendums internally.
2. Ensure initial addendums for new agreements are completed by the salesperson.
3. Submit all addendums for review by the Service Superintendent before client delivery.

Project Identification:

1. Identify potential service project opportunities and share leads with Project Managers.

Upselling and Cross-Selling:

1. Recognize and pursue opportunities to expand services within assigned accounts.

Purchasing Coordination:

1. Maintain awareness of all purchases for assigned accounts.
2. Collaborate with teams on procurement of parts, supplies, materials, equipment, consumables, tools, and fleet stock.
3. Service Superintendent: vehicle warehouse stock, small/specialty tools, consumables
4. Dispatch: parts, supplies, materials, third-party rentals delivered to client sites
5. Account Specialist: materials for monthly SA visits
6. Project Managers: non-rental equipment (e.g., plumbing fixtures, pumps, fans, tanks, pressure vessels)
7. Review and approve purchase order invoices over $5,000.

Invoice Review:

1. Review all purchase order invoices over $5,000 and all subcontractor invoices for assigned SA, QR, and RR Work Orders.

Contract Setup:

1. Set up new contracts in Vista or Build Ops.

Internal Turnover Meetings:

1. Transition account responsibility from salesperson to Account Specialist after the first visit.
2. Lead the Debrief meeting following the first visit.

Customer Kickoff Meetings:

1. Lead external kickoff meetings for SA, QR, and RR accounts after the first visit.

Annual Reviews and Renewals:

1. Coordinate annual Service Agreement reviews and renewal proposals with the salesperson and internal stakeholders.
2. Ensure Service Superintendent conducts technical review and Sales Manager approves renewals.
3. Review and understand interview forms used in technical reviews and proposals.
4. Complete required training in North Boundary software and Service-specific sales.

Estimate Review and Strategy:

1. Collaborate with Service Superintendent, technicians, and Account Specialists to review estimates and develop account strategies.
2. Support technicians in quoting recommended repairs during site visits.

Equipment Condition Reporting:

1. Lead development and presentation of equipment condition reports with input from Lead Technician.

Operational Assessments:

1. Lead operational assessment activities and present findings to clients.

Invoice and Proposal Submission:

1. Review and submit all invoices and proposals for SA, QR, and RR accounts.
2. Ensure QR proposals are reviewed by Field Leads and Sales Manager before submission.

Collections Follow-Up:

1. Follow up on outstanding invoice payments.

Customer CARE Engagement:

1. Lead Customer CARE surveys, reporting, and meetings.

Client Engagement Planning:

1. Plan, coordinate, and lead client relationship-building activities (e.g., lunches, dinners, events) as approved annually.

Work Order Familiarity:

1. Review Work Order summaries for assigned accounts.
2. Coordinate with technicians before and after client visits.

Billing Support:

1. Support billing and collections to maintain Days Sales Outstanding (DSO) under 45 days, unless otherwise agreed.

Safety Leadership:

1. Promote and support UMC's Safety Program across all assigned accounts.

Attendance:

1. Maintain reliable and punctual attendance as an essential job function.

Secondary Responsibilities:

1. Collaborate with Service leadership to ensure customer satisfaction and resolve issues.
2. Participate in relevant association events as directed by the Account Specialist Manager.
3. Attend client networking events.

Required Skills and Abilities:

1. Proactive approach to client service and satisfaction.
2. Knowledge of HVAC and plumbing systems.
3. Strong communication skills, including active listening.
4. Service-oriented with the ability to resolve client concerns effectively.
5. Proficiency in computer systems with the ability to learn new software quickly.

Preferred Education and Experience:

1. Associate degree or three (3) years of customer service experience (or equivalent) preferred.
2. Customer service experience required.

Required Licensing and Other Certifications:

1. Maintain a valid driver's license and satisfactory driving record.
2. Successful completion of a background check.

Affirmative Action:

UMC is committed to a culture of inclusion and connectedness. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents who we are as a company and what we believe in. In recruiting for our team, we welcome the unique contributions that you can bring in terms of their education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran's status, color, religion, disability, sexual orientation and beliefs.

EEO Policy:

UMC's policy on equal employment opportunity prohibits discrimination based on race, color, sex, national origin, citizenship or immigration status, religion, presence of physical, sensory or mental disability, genetic information, age, sexual orientation, gender identity, marital status, honorably discharged veteran or military status, status as a victim of domestic violence, sexual assault or stalking, or any other status or characteristic protected by federal, state, or local law. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment. Retaliation against any employee who files a complaint regarding possible violations of this policy is not tolerated. UMC is also committed to taking affirmative steps to promote the employment of minorities, women, persons with disabilities, and covered veterans. Affirmative action plans are developed annually to support its commitment to equal employment opportunity, consistent with company policy and the company's obligations as a contractor to the United States government.