What are the responsibilities and job description for the National Accounts Relationship Manager position at empowerbrands?
WHO WE ARE:
Empower Brands was founded in 2022 as a product of the integration of Lynx Franchising and Outdoor Living Brands. Empower encompasses ten industry-leading brands across commercial and residential services: JAN-PRO, FRSTeam, Archadeck Outdoor Living, Outdoor Lighting Perspectives (OLP), Conserva Irrigation, Koala Insulation, Wallaby Windows, Superior Fence and Rail, Bumble Roofing and Canopy Lawn Care. Empower is dedicated to providing its customers with the highest quality products and services in the commercial and home services industry while simultaneously delivering its franchise owners committed personal support, tools and empowerment to pursue their own success. Empower Brands is a portfolio company of MidOcean Partners, a leading private equity firm with an excellent track record investing in successful, growth-focused franchise businesses. For more about Empower Brands, visit the company’s new website at EmpowerFranchising.com.
Empower Brands was founded in 2022 as a product of the integration of Lynx Franchising and Outdoor Living Brands. Empower encompasses ten industry-leading brands across commercial and residential services: JAN-PRO, FRSTeam, Archadeck Outdoor Living, Outdoor Lighting Perspectives (OLP), Conserva Irrigation, Koala Insulation, Wallaby Windows, Superior Fence and Rail, Bumble Roofing and Canopy Lawn Care. Empower is dedicated to providing its customers with the highest quality products and services in the commercial and home services industry while simultaneously delivering its franchise owners committed personal support, tools and empowerment to pursue their own success. Empower Brands is a portfolio company of MidOcean Partners, a leading private equity firm with an excellent track record investing in successful, growth-focused franchise businesses. For more about Empower Brands, visit the company’s new website at EmpowerFranchising.com.
Position Summary:
We’re looking for a confident, relationship-driven professional who thrives on communication and collaboration. This role serves as a key liaison between our owners and clients, ensuring every interaction reflects responsiveness, professionalism, and genuine care. The ideal candidate is proactive, organized, and skilled at building strong connections while anticipating needs before they arise. Success in this role requires exceptional written and verbal communication, strong problem-solving abilities, and a natural talent for maintaining positive, productive relationships in a fast-paced, customer-facing environment.
Essential Duties and Responsibilities:
- Resolve customer service issues to consistently meet departmental benchmarks.
- Develops and implements process and procedures to improve operational efficiency
- Oversees cross functional work areas targeted to resolve issues raised by customers
- Act as the first point of contact for clients in matters of customer service.
- Management of work-order resolution process through CleanTelligent Work Order System.
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- Receipt and creation of work orders.
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- Routing of work-orders and service issues to JPI regional office for solution
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- Obtaining feedback from office and updating client on the plan of resolution
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- Closing work-order
- Work order management in various portals (Corrigo, Service Channel, Service Insight/VAWS, New Seasons/GoFMX)
- Manage national account customers to ensure renewal of account.
- Follow-up to ensure satisfactory completion of any additional or corrective work when necessary.
- Fielding phone calls from clients with negative experiences and initiating resolution
- Coordinating all emergency or additional service request for national account clients
- Onboarding new locations for existing customers.
- Produce operational and customer service reports as needed or requested by the customer.
- Providing weekly/monthly reports (by client) to the field, reflecting franchisees performance
- Manage all customer service functions for the client.
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- CSR Calls to each location within portfolio and create applicable work orders as a result of low scores.
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- Surveys
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- Preparing report and sending survey
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- Capturing results
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- Creation of applicable work-orders because of low scores
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- Involved with monthly conference calls with various clients and facility managers.
- Fulfilling supply orders on occasion.
Minimum Qualifications (Knowledge, Skills, And Abilities):
- 5 years of experience in an Account Manager, Account Specialist, Customer Service Representative, or related role
- Track record of success in sales, customer service and account management, consistently exceeding sales, client satisfaction and client retention goals
- Sense of urgency for goal achievement with varied activities and multiple, simultaneous projects. Must be able to multi-task in a fast-paced environment.
- Excellent written and oral communication skills
- The ability to problem solve, ensuring excellent client experience and communication
Note:
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Empower Brands is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Empower Brands makes hiring decisions based solely on qualifications, merit, and business needs at the time.
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