Account Program Specialist

Are you ready to power up your career with a company that leads the industry and puts its people first? Welcome to Nextech— where talent, technology, and teamwork come together to create unmatched opportunities.

For over 30 years, Nextech has built a reputation rooted in quality, integrity, and value, proudly serving thousands of commercial customers across the country. With a team of more than 2,000 professionals and growing, we are the largest HVAC/R service provider in the United States — and we’re just getting started.

We’re not just looking for employees. We’re looking for driven, skilled professionals ready to level up their careers and thrive in an environment that rewards excellence, encourages growth, and values your impact.

This is more than a job. This is your next big move.

The Account Program Specialist is responsible for day-to-day customer experience and interactions. This role ensures that customer satisfaction and engagement are maintained at high levels, and that all customer-related processes and interactions are executed efficiently and effectively.

Professional Growth: Paid training, certification support, and education reimbursement
Outstanding Benefits:

• Multiple health plans, including a FREE employee-only option
• Dental and vision coverage starting after just 30 days
• FREE life insurance equal to your annual salary
• 401(k) with 50% company match on the first 6%
• Optional supplemental coverage for life, disability, accidents, and critical illness

Generous Time Off:

• Seven paid holidays plus Paid Time Off
• Exclusive discounts on travel, auto, dining, and more

• Engages with customers daily to ensure high satisfaction and resolve concerns promptly
• Builds and maintains relationships with key customer contacts and decision-makers
• Acts as the main point of contact, addressing and resolving customer issues in a timely manner
• Implements strategies to enhance customer engagement and satisfaction
• Analyzes customer feedback and data to identify opportunities for improvement
• Collaborates with internal teams to ensure customer needs are met and exceeded
• Provides regular updates and reports on customer experience metrics and performance
• Identifies and capitalizes on opportunities to improve customer engagement
• Ensures compliance with relevant policies, procedures, and regulations
• Proactively communicates to ensure customer satisfaction with current services
• Supports Strategic Account Managers (SAMs) in identifying strategic growth areas
• Manages billing, AR, and provides updates, including ETAs and notes, in a systematic manner
• Ensures adherence to preventative maintenance schedules
• Attends monthly tactical meetings with customers to discuss open work orders, quotes, and other relevant topics
• Completes assigned tasks in a safe, accurate, thorough, and alert manner
• Upholds Company policies and procedures
• Works in a professional manner with managers, supervisors, coworkers, customers, and the public
• Other related job duties as assigned

• Intermediate proficiency with Microsoft Office suite of applications (Word, Excel, PowerPoint, etc.)
• Excellent communication and presentation skills
• Ability to develop and maintain strong customer relationships
• Ability to operate with a high degree of autonomy and professionalism
• Exceptional collaborative team-oriented communication skills
• Ability to interface across all levels of the organization
• Demonstrate strong customer service skills and ability to proactively address customer issues and concerns
• Ability to organize and prioritize work schedules to meet deadlines and business needs
• Ability to thrive in a dynamic and fast-paced environment
• Able to prioritize duties and manage multiple projects from start to finish with minimal supervision
• Must possess the ability to take initiative to complete assignments and job responsibilities with minimal supervision
• Exceptional attention to detail and excellent organizational skills

• High School diploma plus 1-3 years of Customer Service and/or call center experience
• Proven track record of driving customer satisfaction
• Must have strong relationship building skills
• Previous experience in HVAC Industry or other service business preferred

• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing

Other requirements:

• May be required to use personal smartphone with a camera capable of reading a QR code for 2 factor authentication