Senior Service Account Coordinator

Key Responsibilities

• Training and onboarding new Service Coordinators into established workflows
• Monitoring team performance through departmental KPIs and scorecards
• Maintaining daily schedule capacity and ensuring technician routes are optimized
• Developing, updating, and enforcing SOPs for service coordination processes
• Identifying workflow gaps and implementing process improvements
• Supporting leadership with execution of new service strategies and department initiatives

Other Responsibilities

• Assisting leadership with service department scaling initiatives to include sales and service revenue targets and KPIs.
• Improving scheduling efficiency to reduce truck rolls and maximize technician productivity
• Leading quote development processes for service opportunities and small repair work
• Coeordinating across departments to ensure materials, pricing, and job readiness
• Producing service reports that support leadership decision-making
• Sustaining continuous improvement efforts that enhance customer experience through operational excellence
• Handling escalated customer service requests with calm professionalism
• Managing warranty claims through manufacturer processes
• Maintaining accurate customer communication and documentation in Salesforce CRM
• Balancing company policy and customer benefit with sound judgment
• Ensuring service issues are resolved promptly, thoroughly, and correctly

Qualifications

• A high school diploma or equivalent (required)
• Customer Service / Service Sales / Service Coordination: 2 years (Required)
• Customer Service Supervisor: 1 year (Required)
• 2+ years of customer service experience
• 1+ year in a leadership, supervisory, or coordinator role preferred
• Strong administrative and operational skillset
• Ability to manage multiple priorities with accuracy and consistency

Physical Requirements

• Extended periods sitting at a computer
• Repetitive typing and data entry
• Ability to remain focused and professional in a fast-paced office environment

Benefits

• 401(k)
• Dental Insurance
• Health Insurance
• Health Savings Account
• Life Insurance
• Paid Time Off
• Parental Leave
• Vision Insurance