Senior Service Accounts Coordinator

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

📋 Description

• Act as a primary contact for corporate clients concerning escalations, service estimates, and regular client summaries.

• Aid in customer reporting and engage in customer meetings and Quarterly Business Reviews (QBRs).

• Discover and apply efficiencies within the Service Department.

• Oversee the workflow of open work orders and data processing cases.

• Ensure that Service Level Agreements and invoicing requirements are executed accurately.

• Generate and distribute summary reports regarding service performance and SLA compliance.

• Create reports utilizing customer third-party software and/or D365, providing the necessary rationale on service ticket status.

• Recognize service trends and escalations that impact customer perception, keeping department leadership informed.

• Address customer inquiries via phone, email, or customer third-party software.

• Collaborate with internal teams, field technicians, and customer vendors to resolve issues.

• Present recurring departmental summary reports to clients.

• Participate in customer-facing and internal calls focused on service performance and operational enhancements.

• Coordinate estimated times of arrival (ETAs) and service job specifics for customers.

• Assist in the preparation of quarterly or annual business reviews.

• Provide training across the department on account workflows and best practices.

• Update the knowledge base with articles and procedures related to client workflows.

• Support billing reviews, invoice reconciliation, disputed invoice assessments, and invoice processing.

• Submit requests to increase not-to-exceed values for completed work.

• Examine service work orders and assess pricing against approved not-to-exceed values.

• Prepare and amend service estimates for client approval.

• Process approvals and rejections for flagged work orders.

• Travel may be necessary for occasional business reviews.

⛳️ Requirements

• High School diploma or equivalent qualification.

• 1-2 years of experience in a Call Center or Customer Service environment.

• Regularly communicate with customers and internal teams to provide updates and feedback.

• Present and discuss departmental performance in formal business environments.

• Prioritize tasks effectively and enhance efficiencies.

• Understand customer needs and determine which internal departments should address specific issues.

• Adapt to new customer requirements and contract modifications.

🏝️ Benefits

• Competitive compensation with eligibility for incentives.

• Comprehensive medical, dental, and vision coverage.

• Company-paid life and Accidental Death & Dismemberment (AD&D) insurance.

• Company-paid short- and long-term disability insurance.

• Voluntary benefit options available.

• 401k retirement savings plan.

• Flexible Spending Account.

• Paid time off.

• Tuition reimbursement program.

• Employee Assistance Program (EAP).

• Opportunities for professional growth.