What are the responsibilities and job description for the Commercial Account Manager position at Trinity Wiring and Security Solutions?
About Us
Trinity Wiring Solutions designs, installs, monitors, and services security, alarm, camera, and low-voltage systems for residential and commercial clients across the DMV area. Our Customer Care Department owns the client relationship after installation. We are looking for someone to take full ownership of our commercial accounts.
The Role
The Commercial Account Manager owns the full lifecycle of our commercial client accounts: setup, contracts, scheduling, invoicing, collections, and customer experience. You will be the main point of contact for our commercial clients. You will also work closely with our Tech Support team, commercial field technicians, the Large Commercial/Production team, and Accounting. This role suits someone who is organized, follows through without being reminded, and gets real satisfaction from closing the loop.
What You'll Do
Customer Experience: The Heart of This Role
Everything in this job comes back to one thing: making sure our commercial clients are well taken care of and happy with Trinity. You will be their go-to person, and they should never have to wait on us.
- Respond to client requests in real time. When a call, email, or request comes in, you act on it right away.
- Personally follow up on negative surveys, detractor feedback, and escalated calls. Resolve them and restore the client's confidence.
- Close the loop in writing whenever a scheduled job did not go as expected. No client should ever be left wondering what happens next.
- Get ahead of issues before the client has to raise them. Keep clients informed at every step.
- Build lasting relationships so clients see Trinity as a partner they can count on.
Everything Else Supports That
The rest of your work keeps the account running smoothly behind the scenes, so the client's experience stays seamless.
Account Setup & Management
- Set up new commercial accounts accurately across our CRM, billing, and monitoring systems.
- Prepare and send contracts as accounts move toward installation.
- Keep account records accurate and current, so any answer a client needs is ready right away.
Scheduling
- Schedule commercial installations and service calls quickly, so clients get the help they need without delay.
- Keep the commercial field service calendar accurate and up to date.
- Coordinate with our Tech Support team and commercial technicians so every visit is prepared and done right the first time.
Accounts Receivable & Invoicing
- Send accurate, timely invoices for commercial materials, labor, and services.
- Manage recurring-service receivables and post client payments.
- Handle billing questions and past-due conversations professionally, in a way that protects the relationship.
- Provide a weekly AR status report.
Documentation
- Close out service tickets and work orders daily.
- Make sure job notes and photo documentation are complete, so the full service history for every client is always available.
What We're Looking For
- [1 ] years of experience in customer experience, customer service, or client-facing account management.
- Supervisory or team lead experience in a customer experience role is a strong plus.
- A track record of managing high-value or high-profile clients. You are comfortable being the trusted point of contact for demanding, high-expectation customers.
- A genuine passion for taking care of customers, and a sense of urgency when responding to them.
- Calm, professional handling of difficult conversations, escalations, and unhappy clients, with a focus on resolution and rebuilding trust.
- Strong written communication, especially clear and timely follow-up with clients.
- Experience with a CRM system (Salesforce a plus).
- Comfort with invoicing, receivables, and billing conversations.
- The organization to manage many accounts, schedules, and deadlines without dropping anything.
- A proactive, ownership-driven mindset. You finish what you start.
Pay: $47,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- Customer support: 1 year (Required)
Language:
- English (Required)
Ability to Commute:
- Chantilly, VA 20151 (Required)
Work Location: In person
Salary : $47,000 - $50,000