Account Specialist Lead

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 Range: $38.94 - $43.27/hour; depending on experience

Location: Lynnwood, WA

Classification: Non-Exempt

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

Position Overview:

The Account Specialist Lead provides leadership and support across all assigned Service Agreement accounts. This role ensures a positive client experience through proactive, on-site engagement and consistent customer service. The Account Specialist Lead identifies opportunities to expand services, equipment coverage, and additional properties, acting as the primary point of contact for clients. The role collaborates with the Service department to support annual revenue, margin, and safety goals.

Key Responsibilities:

1. Build and maintain strong client relationships through proactive, in-person service, serving as the primary contact for assigned accounts.
2. Lead account management efforts to position UMC as the preferred mechanical service provider.
3. Supervise Account Specialists with coaching, mentoring, and ongoing training.
4. Establish, track, and report budgets, including labor hours, for all SA, QR, and RR Work Orders.
5. Prepare and deliver AIM 'Stand and Deliver' presentations as directed.
6. Estimate, propose, and manage internal turnover for SA addendums; coordinate review with Field Manager before client delivery.
7. Identify service project opportunities and share leads with Project Managers.
8. Recognize upselling and cross-selling opportunities within assigned accounts.
9. Oversee purchases for assigned accounts and coordinate procurement activities.
10. Review purchase orders over $5,000 and all subcontractor invoices for assigned accounts.
11. Set up new contracts in Vista or Build Ops.
12. Attend internal turnover meetings and assume account responsibility after the first client visit.
13. Lead external client kickoff meetings and post-visit debriefs.
14. Coordinate annual Service Agreement reviews and renewal proposals with sales and internal teams.
15. Participate in North Boundary and Service-specific sales training.
16. Collaborate with Field Managers and technicians to review estimates and develop account strategies.
17. Lead preparation and presentation of equipment condition reports with Lead Technicians.
18. Conduct operational assessments and present findings to clients.
19. Review and submit invoices and proposals, ensuring proper approvals.
20. Follow up on outstanding payments.
21. Lead Customer CARE surveys, reporting, and related meetings.
22. Plan and coordinate approved client engagement activities, such as lunches, dinners, and events.
23. Review Work Order summaries and coordinate with technicians before and after client visits.
24. Support billing and collections to maintain Days Sales Outstanding (DSO) under 45 days, unless otherwise negotiated.
25. Promote and support UMC's Safety Program across all accounts.
26. Maintain consistent attendance and punctuality.

Secondary Responsibilities:

1. Work with Service leadership to address client concerns and ensure satisfaction.
2. Represent UMC at industry association events as directed.
3. Attend client networking events.

Required Skills and Abilities:

1. Proactive client service approach.
2. Understanding of HVAC and plumbing systems.
3. Strong communication and active listening skills.
4. Effective problem-solving and conflict resolution abilities.
5. Proficiency with computer systems and willingness to learn new software.

Supervisory Responsibiity:

1. May supervise assigned Account Specialists.

Preferred Education and Experience:

1. AA or three (3) years customer service job 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.

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.