Job detail
Outside Sales Representative
Charlie's Plumbing, Inc.
Houston, Texas, United States
Job description
Position Summary
The Account Manager at Charlie's Plumbing is responsible for managing and growing key client relationships, ensuring exceptional service delivery, and driving revenue through repeat and expanded business. This role serves as the primary point of contact for commercial clients, national accounts, and facility managers-owning the customer experience from first call through job completion and ongoing service.
This is a relationship-first, operations-aware role that requires coordination with service, dispatch, estimating, and leadership to ensure work is executed efficiently and clients are consistently satisfied.
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact for assigned commercial and national accounts
- Build and maintain strong, long-term relationships with facility managers, property managers, and corporate clients
- Conduct regular check-ins, site visits, and business reviews
- Ensure high customer satisfaction and proactively resolve issues
Revenue Growth & Account Development
- Identify opportunities to increase revenue within existing accounts
- Upsell preventative maintenance programs, capital projects, and additional services
- Assist in developing proposals, scopes, and pricing in coordination with estimating
- Support onboarding of new clients and ensure smooth transitions
Service Coordination & Execution
- Work closely with dispatch and service teams to prioritize and schedule work
- Monitor job progress, ensuring timelines, quality, and communication standards are met
- Follow up on completed work to confirm client satisfaction
- Ensure all work orders, billing, and documentation are accurate and timely
Portal & National Account Management
- Manage client platforms such as ServiceChannel, Corrigo, Coupa, Ariba, and similar systems
- Ensure compliance with client-specific billing, documentation, and service requirements
- Track and respond to service requests, proposals, and approvals within required timelines
Internal Collaboration
- Coordinate with:
- Service Manager & Field Teams
- Dispatch & Scheduling
- Estimating Department
- Accounting & Billing
- Act as the voice of the customer internally to improve processes and service delivery
Key Performance Indicators (KPIs)
- Revenue growth within assigned accounts
- Customer retention rate
- Response time and job completion timelines
- Client satisfaction and feedback
- Proposal conversion rate
- Accuracy and timeliness of billing and documentation
Qualifications
- 3+ years of account management, service sales, or related experience (plumbing, HVAC, or trades preferred)
- Strong understanding of commercial service environments
- Experience working with facility managers or national accounts preferred
- Familiarity with service management platforms (ServiceChannel, Corrigo, etc.) is a plus
- Excellent communication, organization, and problem-solving skills
- Ability to manage multiple accounts and priorities in a fast-paced environment
Core Competencies
- Relationship building and customer service
- Communication and follow-through
- Operational awareness
- Attention to detail
- Accountability and ownership
- Team collaboration
What Success Looks Like
- Clients trust you and call you first
- Jobs run smoothly with minimal friction
- Accounts grow year over year
- Issues are solved before they escalate
- Internal teams enjoy working with you because you are organized and proactive