Portfolio Specialist

About the Role

DuraServ is seeking a Portfolio Specialist to manage service level agreements (SLAs), coordinate national accounts, enforce team standards, and serve as the primary operational link between branches, subcontractors, and enterprise customers. The role oversees the work order process from proposal generation through execution, supports the Portfolio Manager in performance visibility, and ensures continuous improvement across multiple national accounts.

Responsibilities

• Act as the primary point of contact between local branches, subcontractors, and national account customers, facilitating effective communication with professionalism and precision.
• Understand, manage, and enforce customer SLAs, KPIs, and expectations across the team.
• Manage multiple tasks for various national accounts simultaneously, maintaining organizational discipline to prevent competing priorities from colliding.
• Assist the Portfolio Manager in conducting weekly, bi‑weekly, and monthly customer touchpoint meetings to discuss performance and identify opportunities.
• Maintain a complete understanding of the proposal generation process in Microsoft Dynamics and ensure quoting accuracy every time.
• Enforce roles and responsibilities for the Estimation Coordinator and Service Coordinator II, setting expectations and holding the line.
• Maintain courteous and effective communication with customers, branches, and subcontractors through email, phone, and customer systems.
• Track team performance against Portfolio Manager expectations, identifying trends, flagging areas for improvement, and providing clear visibility before problems escalate.
• Collaborate with the Portfolio Manager and team members to streamline processes, resolve issues, and enhance departmental efficiency.
• Adhere to company policies and compliance standards, contributing to excellent customer service and overall departmental success.

Requirements

• 3+ years of experience in customer service, operations coordination, or national account support.
• Demonstrated ability to manage multiple accounts or work streams simultaneously with precision and urgency.
• Advanced proficiency with Microsoft Office 365 (Excel, Outlook, Word, Teams).
• Strong written and verbal communication skills across internal and external audiences.
• High School diploma or equivalent required; associate or bachelor's degree preferred.
• Experience supporting national account operations, SLA management, or KPI tracking in a field service or similar environment.
• Familiarity with Microsoft Dynamics for proposal generation or work order management.
• Background coordinating between branches, subcontractors, or distributed operational teams.

Benefits

• Full benefits package: medical, dental, vision, and 401(k) with company match.
• Company‑provided life insurance, short‑term and long‑term disability.
• Stable, office‑based environment with no travel requirement.
• Role with real scope: national accounts, SLA ownership, team standard‑setting, and direct partnership with the Portfolio Manager.
• Team culture that values precision, accountability, and proactive standards enforcement.

About DuraServ

DuraServ is a national leader in commercial dock and door solutions, operating across the United States and Canada since 2001. The Core Sales Team supports national‑account customers who depend on operational precision, and the company hires individuals who take that responsibility seriously.