Account & Service Coordinator

Crown’s Account & Service Coordinator is the first point of contact for customers, the operational center of the customer relationship, and the person responsible for ensuring our large base of existing customers is always served. This role closes and sets up service on every inbound call while proactively generating additional business during gaps between calls.

About the role

Handle inbound leads from phone calls, web inquiries, Shred Nations, and existing customers. When not actively on a call, mine Total Recall (our CRM) for dormant and underserved accounts to generate repeat and reactivated business. Use Total Recall to identify service areas nearing route capacity, prioritizing outreach to keep routes full and efficient. Sell on Crown’s strengths: NAID AAA certification, secure on-site destruction, reliable technicians, and a phone that always gets answered.

The ideal candidate is self-directed, takes initiative to generate business, is comfortable asking for the sale, and takes ownership of the customer relationship. They collaborate with the Operations team and fellow Customer Service teammates to ensure service is done right, bringing energy, follow-through, and a positive attitude to a fast-paced environment where customer satisfaction is the top priority.

Responsibilities

• Manage inbound customer inquiries via phone, web leads, Shred Nations, and existing accounts by providing quotes, closing sales, scheduling services, and identifying cross-sell opportunities for shredding, electronics recycling, scanning, and secure records storage.
• Proactively mine Total Recall for dormant and underserved accounts, calling and emailing to generate repeat and reactivated business.
• Maintain complete, accurate records in Total Recall for every customer touch, updating account, service, and pricing details in real time.
• Clearly explain Crown’s services, processes, and pricing to customers, and confidently quote pricing.
• Use Total Recall and Outlook calendars to find the best available service date for customers, communicating diplomatically when their existing date is the best option.
• Identify service areas nearing route capacity and prioritize outreach to accounts in those areas to keep routes full and efficient.
• Collaborate with the Customer Service and Operations teams to ensure service is executed correctly.
• Perform other office tasks as needed.

Requirements

• High School Diploma (minimum).
• At least 2 years of experience in Customer Service and Sales.
• Employment contingent upon successful completion of pre-employment drug screening and local, state, and federal background checks.

Skills

• Proficient with Microsoft Outlook and Microsoft Office.
• Comfortable learning new software, including Total Recall (our CRM).
• Experienced with multi-line phones and standard office equipment.
• Strong interpersonal and communication skills; maintains a pleasant demeanor with customers and staff.
• Works well in a team environment with a positive, can-do attitude.
• Proactively identifies conflicts and seeks solutions.
• Growth-oriented, receptive to learning new processes, systems, and skills.
• Natural sense of urgency.

Pay

$18.00 to $20.00 per hour, depending on experience.

Schedule

Monday - Friday, 8:00 AM to 5:00 PM.

Benefits

• Competitive hourly pay.
• 401(k) with company match.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for professional development and advancement.
• Supportive team environment.