Portfolio Specialist

DuraServ Corp•Coppell, TX

13h•Onsite

About The Position

DuraServ is looking for a Portfolio Specialist who manages SLAs, coordinates national accounts, enforces team standards, and serves as the primary operational link between branches, subcontractors, and demanding enterprise customers. This role is responsible for overseeing the work order process from proposal generation through execution, managing multiple national accounts simultaneously, enforcing SLAs and KPIs across the team, serving as the primary operational liaison between local branches and enterprise customers, and supporting the Portfolio Manager in driving performance visibility and continuous improvement. The ideal candidate is organized, detail-oriented, and fluent in SLA and KPI management, with a proven ability to enforce standards and maintain clear communication.

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 are daily tools
Strong written and verbal communication skills across internal and external audiences
Organizationally sharp — you manage multiple national accounts and competing priorities simultaneously without losing accuracy or responsiveness on any of them
SLA and KPI fluent — you understand service level agreements and key performance indicators not as reporting terms but as operational commitments you are personally accountable for keeping
A natural enforcer of standards — you hold the Estimation Coordinator and Service Coordinator II to expectations without micromanaging, and your team performs at a higher level because you do
A clear communicator — across customers, branches, subcontractors, and internal teams; every interaction is professional, accurate, and timely
Process-minded — you know the Dynamics proposal generation process, you catch quoting errors before they leave the team, and you identify workflow inefficiencies before they compound
Detail-obsessed in the right way — national account customers track every SLA metric; you track them first

Nice To Haves

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

Responsibilities

Act as the primary point of contact between local branches, subcontractors, and national account customers — facilitating effective communication across all parties with professionalism and precision
Understand, manage, and enforce customer SLAs, KPIs, and expectations across the team
Manage multiple tasks for various national accounts simultaneously
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
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