CSR Account Manager

Job Description

Job Description

About Kelso Building Services

Kelso operates branches across 8 cities, each running as an independent unit built around a branch manager, sales team, and in-field technicians. Two centralized teams support every branch: the Account Services Group (ASG), which handles work order dispatch, project management, estimating, ordering, and invoicing, and the Central Support Center (CSC). Together they centralize the administrative backbone so branches can stay focused on the client relationship and the work itself.

Position Summary

The CSR Account Manager is the client-facing liaison for the branch, reporting directly to the Branch Manager. This role exists to keep communication and coordination flowing cleanly between the branch, the Account Services Group (ASG), the Central Support Center (CSC), and the client — so that nothing falls through the cracks between the people doing the work and the people relying on it.

The CSR Account Manager owns client escalations from first contact to resolution: pulling in the right people internally, chasing down the information the client needs, and pushing every issue toward a positive outcome. The role also keeps a close eye on the operational details that drive client satisfaction — work order status, parts and materials backlog, supplier performance, and dispatch scheduling — so that service level agreements and client expectations are consistently met.

Key Responsibilities

Client Liaison & Communication

• Serve as the primary point of contact between the client and the branch for day-to-day account matters.
• Coordinate communication and workflow between the branch, ASG, and CSC to ensure client needs are understood and acted on without delay.
• Keep clients proactively informed on the status of open work, known issues, and upcoming milestones.

Escalation Management

• Receive and own client escalations, acting as the internal driver for resolution.
• Intervene across branch, ASG, and CSC teams to gather the updates and information needed to respond to the client.
• Push internally for timely, positive outcomes on every escalated issue, and follow up to confirm resolution.
• Keep the Branch Manager informed of significant or unresolved escalations.

Work Order & Materials Tracking

• Retrieve and interpret work order (WO) status and parts/materials backlog information to answer client and internal questions accurately.
• Monitor backlog trends and flag at-risk orders before they become client-facing problems.

Supplier Accountability

• Track supplier commitments related to parts and materials, and hold suppliers accountable for delivery timelines.
• Escalate supplier delays internally and to the supplier as needed to protect client SLAs.

Dispatch Coordination & SLA Adherence

• Work directly with dispatch to ensure jobs are scheduled in a way that meets client SLAs and expectations.
• Monitor scheduling against SLA commitments and proactively address gaps before they impact the client.
• Partner with dispatch on prioritization when client needs shift or urgent issues arise.

Required Qualifications

• 2+ years of experience in a client-facing account management, customer service, or coordination role, ideally in field services, construction, facilities, or a related trade industry.
• Strong verbal and written communication skills; comfortable delivering both good and difficult news to clients.
• Demonstrated ability to coordinate across multiple internal teams to resolve issues.
• Working knowledge of work order management, scheduling/dispatch processes, or materials/procurement workflows (or ability to learn quickly).
• Strong organizational skills with the ability to track multiple open issues simultaneously.
• Comfortable holding external vendors/suppliers accountable to commitments.

Preferred Qualifications

• Experience with work order management or dispatch software.
• Familiarity with SLA-driven service environments.
• Prior experience in the building services, construction, or trades industry.

Core Competencies

• Client relationship management
• Problem ownership and follow-through
• Cross-functional coordination
• Attention to detail under time pressure

Calm, solutions-oriented communication during escalations