Senior Service Accounts Coordinator

About the role

As a Senior Service Accounts Coordinator, you will serve as a dedicated point of contact for corporate customers regarding escalations, service estimates, and periodic client summaries to manage the customer’s experience with Vector Security Networks. You will facilitate customer reporting, participate in customer meetings and QBRs, identify and implement efficiencies across the Service Department as needed, and monitor workflow of open work orders and data processing cases to ensure Service Level Agreements and invoicing requirements are properly processed by the department.

Responsibilities

Customer Reporting

• Provide and distribute summary reports on service performance and compliance with Service Level Agreement metrics.
• Draft reports through customer 3rd-party software and/or D365 and provide supporting reasoning on the status update for the service tickets.
• Identify service trends or specific items of escalation that affect customer perception of Vector Security Networks performance and give updates or direction to department leadership as needed.

Customer Communications

• Receive direct requests via phone, email, or customer 3rd party software for updates on escalations, question items, or service issues where a customer representative is reaching out for direction.
• Coordinate with various internal teams (NAMs, field technicians, customer vendors) to provide resolutions based on requests.
• Deliver departmental summary presentations to client on recurring basis.

Account-Based Communication

• Attend and participate in regular customer-facing calls as well as internal team calls to discuss Service performance, address issues, and identify changes needed to improve operational efficiencies within the department.
• Coordinate within the department to get details on ETAs and other details of the service jobs to provide to the customer.
• Prepare and assist in delivering quarterly or annual business reviews, discuss performance over the period, provide metrics to the customer, and partner with Director-level support to discuss upcoming operational improvements for the following period. Travel may be required for delivery of periodic business reviews.
• Provide internal department-wide training related to account workflow and best practices.
• Update knowledge base with articles and procedures related to client workflow.

Billing Reviews Support

• Follow up with customer on site status and work order completion information to support invoicing efforts.
• Coordinate with customer contacts and Accounts Receivable regarding outstanding/unpaid invoices.
• Review disputed or flagged invoices for accuracy and ensure that what the customer is being billed is correct based on service agreements and work performed.
• Write and submit to clients’ requests to increase the not-to-exceed value for completed work when invoice value exceeds customer pre-authorized values.
• Reconcile 3rd Party software work orders to comply with invoice upload requirements.
• Work with Service Billing team to adjust invoice calculation when required for successful invoice processing.

Service Estimates Support

• Review flagged service work orders for work performed and additional work required to evaluate pricing against customer approved not-to-exceed (NTE) values.
• Write and submit to clients estimates for approval to increase the authorized billing value for the work order.
• Revise estimates as needed to comply with customers approved scope of work or to answer client questions or requests for clarification.
• Process approvals to proceed with work for flagged work orders.
• Process rejections of estimates to halt work and proceed with billing on completed scope.

Qualifications

• High School or Equivalent.
• 1–2 years of experience in a Call Center/Customer Service environment.

Communication & Interpersonal Skills

• Communicate regularly with customer and internal teams to provide updates and feedback.
• Present and discuss department performance in formal business settings.

Other Requirements

• Time Management: Prioritize job tasks and deliver efficiencies.
• Problem-Solving & Analytical Skills: Understand customer requirements and know which internal departments will best field certain issues.
• Adaptability & Eagerness to Learn: Learn new customer requirements and contract changes.

Benefits

• Competitive compensation with incentive eligibility
• Medical, dental and vision coverage
• Company-paid life and AD&D insurance
• Company-paid short- and long-term disability
• Voluntary benefit products
• 401k retirement savings plan
• Flexible Spending Account
• Paid time off
• Tuition reimbursement
• Employee Assistance Program (EAP)