Portfolio Specialist

DuraServ Corp • Coppell, TX

1d • Onsite

About The Position

DuraServ is seeking a Portfolio Specialist to manage SLAs, coordinate national accounts, enforce team standards, and act as the primary operational link between branches, subcontractors, and enterprise customers. This office-based role is crucial for maintaining the operational integrity of national account work orders, ensuring adherence to SLAs, KPIs, and response times. The Portfolio Specialist oversees the entire work order process from proposal to execution, manages multiple national accounts, enforces service level agreements, and liaises between local branches and customers. This role also supports the Portfolio Manager in performance tracking and continuous improvement initiatives, demanding strong organizational skills, attention to detail, and a proactive approach to problem-solving.

Requirements

• 3+ years of experience in a customer service, operations coordination, or national account support role.
• Demonstrated ability to manage multiple accounts or work streams simultaneously with precision and urgency.
• Advanced proficiency with Microsoft Office 365 (Excel, Outlook, Word, and Teams).
• Strong written and verbal communication skills across internal and external audiences.
• High School diploma or equivalent required.

Nice To Haves

• 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.

Responsibilities

• Act as the primary point of contact between local branches, subcontractors, and national account customers, facilitating effective communication.
• Understand, manage, and enforce customer SLAs, KPIs, and expectations across the team.
• Manage multiple tasks for various national accounts simultaneously, ensuring organizational discipline.
• Assist the Portfolio Manager in conducting 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.
• Enforce roles and responsibilities for the Estimation Coordinator and Service Coordinator II.
• 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 and areas for improvement.
• Collaborate with the Portfolio Manager and team members to streamline processes, resolve issues, and enhance departmental efficiency.
• Adhere to company policies and compliance standards.

Benefits

• Competitive compensation commensurate with experience
• Full benefits package: medical, dental, vision, and 401K with company match
• Company-provided life insurance, short-term and long-term disability
• A role with real scope — national accounts, SLA ownership, team standard-setting, and direct partnership with the Portfolio Manager
• Stable, office-based environment with no travel requirement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED