Facilities Account Manager / Service Coordinator

New Century Systems, Inc.•Otsego, MN

2d•Onsite

About The Position

New Century Service (NCS), a growing commercial service company providing HVAC, plumbing, electrical, handyman, and facility maintenance services, is seeking a highly organized, customer-focused Facilities Account Manager / Service Coordinator. The position coordinates handyman and electrical service teams and manages relationships with local and national accounts. The role suits someone who can manage competing priorities, make sound decisions, and take ownership of customer needs in a fast-paced environment. Experience in emergency dispatch, service coordination, account management, or other high-pressure customer service environments is encouraged, but industry experience is not required; NCS is willing to train the right candidate. The role includes coordinating service requests and technician dispatch, communicating with customers and technicians, managing job progress and materials, resolving customer concerns, and supporting local account growth. The position also participates in a rotating on-call schedule for after-hours requests and emergency coordination. This is a full-time, onsite position in Otsego, Minnesota, Monday through Friday.

Requirements

Strong verbal and written communication skills.
Excellent organizational skills and ability to manage multiple priorities and deadlines.
Confidence making decisions and solving problems independently.
Strong critical thinking, active listening, and problem-solving abilities.
Ability to remain calm, professional, and effective in high-pressure situations.
Proactive, customer-focused approach and strong attention to detail.
Ability to communicate effectively with customers, technicians, and internal team members.
Strong computer skills and ability to learn new software and systems.
High level of accountability, initiative, and follow-through.
Ability to build and maintain professional customer relationships.

Nice To Haves

Experience in service dispatching or field service coordination.
Experience in emergency dispatch or emergency response coordination.
Experience in account management or customer relationship management.
Experience in high-volume customer service or call center operations.
Experience in facilities management or property maintenance.
Experience in scheduling, logistics, or operations coordination.
Experience in crisis response or other fast-paced service environments.
Previous experience in facilities, HVAC, plumbing, or electrical services; helpful but not required.

Responsibilities

Schedule and coordinate technicians, manage incoming service requests, communicate estimated arrival times, and adjust priorities as needs change.
Serve as a primary point of contact for local and national customers and build relationships through responsive communication and dependable service.
Manage customer expectations, provide timely updates, address concerns, and ensure service requests are followed through to completion.
Evaluate incoming requests, determine urgency, make sound decisions, and proactively resolve issues.
Monitor job progress, coordinate parts and materials, and ensure technicians have the information needed to complete their work.
Manage multiple phone calls, emails, service requests, scheduling changes, and follow-ups.
Collaborate with technicians, management, and internal departments to maintain efficient operations and a high standard of service.
Identify opportunities to strengthen customer relationships and support growth of existing local accounts.
Participate in a rotating on-call schedule; respond to after-hours requests, assess urgency, coordinate technician dispatch, and maintain timely customer communication.