Customer Experience Coordinator – National Accounts

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and manage account launch checklists, timelines, assigned duties, and readiness status from the signed agreement to the go-live stage.

• Assess customer requirements and convert them into actionable setup tasks.

• Coordinate agreements, service specifications, certificates of insurance, customer contacts, billing guidelines, pricing, service coverage, account configuration, portals, work orders, and invoicing procedures.

• Relay launch requirements and responsibilities to internal teams and service providers.

• Monitor outstanding items, escalate launch risks, and secure readiness confirmation prior to go-live.

• Oversee initial work orders and billing activities to identify and rectify early account issues.

• Act as the primary contact for customer updates, administrative queries, service issues, and billing questions.

• Provide updates regarding scheduling, work progress, outstanding items, and problem resolution.

• Record customer concerns and coordinate responses until resolution is achieved.

• Facilitate communication among National Accounts, Operations, franchisees or service providers, and Accounts Receivable.

• Track open work orders and follow up on missing updates, overdue activities, incomplete documentation, invoice discrepancies, rejected invoices, missing purchase orders, and billing inquiries.

• Maintain account health trackers that cover work orders, response times, completion status, documentation compliance, customer issues, and billing exceptions.

• Monitor service performance, generate account status reports, track corrective actions, and identify recurring issues or opportunities for process enhancement.

⛳️ Requirements

• A minimum of 2 years of experience in project coordination, account management, or a related field.

• Strong organizational abilities with the capacity to manage multiple accounts, tasks, and deadlines concurrently.

• Exceptional written and verbal communication skills with a professional and customer-oriented approach.

• Capability to take ownership of follow-ups and coordinate tasks across cross-functional teams without direct supervisory authority.

• High attention to detail when dealing with pricing, documentation, account records, and billing requirements.

• Proficiency in Microsoft Office, CRM systems, customer portals, and work order platforms.

• Experience in supporting multi-location customers, franchise organizations, or field service businesses is preferred.

• Familiarity with certificates of insurance (COIs), invoicing, and Accounts Receivable processes is preferred.

🏝️ Benefits

• An equal opportunity employer dedicated to fostering diversity and inclusion in the workplace.

• Benefits are mentioned in the equal employment practices statement, but no specific benefits are detailed.