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Skills: Account Management, Customer Service, Escalation Management, Work Order Management, Dispatch Coordination
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Full-time
Posted 29d ago
~40 hrs/week
Responsibilities
Acts as the primary client-facing liaison to coordinate communication between the branch, support teams, and clients. Manages client escalations from first contact to resolution while monitoring work order status and supplier performance to ensure SLA compliance.
Requirements
Requires 2+ years of experience in account management or customer service, preferably within field services, construction, or trades. Must possess strong communication skills and the ability to coordinate across multiple internal teams to resolve complex issues.
Full 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
Related keywords
Field ServicesConstructionFacilities ManagementSLAWork Order ManagementDispatch SoftwareProcurementAccount Services GroupClient LiaisonSupplier ManagementBuilding ServicesTrades Industry
Kelso Building Services, a division of Kelso Industries, provides comprehensive Mechanical, Electrical, and Plumbing solutions designed to keep businesses running at peak performance. By combining technical expertise with a commitment to service excellence, Kelso Building Services ensures that every project, whether routine maintenance or a complex system installation, is handled efficiently and to the highest standard.
Kelso Industries is a premier partner for delivering end-to-end MEP+ services, offering unmatched expertise and national reach through its 30+ operating companies. Each company under the Kelso umbrella brings specialized knowledge, strong local presence, and a dedication to service excellence, allowing Kelso Industries to deliver tailored solutions for every client and market.
Based on 724 listings with disclosed salaries, most administrative jobs in Arizona pay between $50k–$90k per year. Individual offers vary with seniority, company size, and specialization.
How many Administrative jobs are open in Arizona right now?
There are currently 6,826 open administrative positions in Arizona listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Administrative roles in Arizona?
Companies currently hiring include Banner Health, Arizona Department of Transportation, HonorHealth, Costco Wholesale, ASU Global Academic Initiatives, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Administrative jobs in Arizona?
Yes — 882 of the 6826 open administrative positions offer remote or hybrid work (305 remote, 577 hybrid).
How do I apply for Administrative jobs in Arizona?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.