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
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
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.
Helios HVAC/R Services LLC determines compensation based on the cost of labor across several US geographic markets. 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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