Service Accounts Coordinator - Team Lead

Vector Security

11d • Remote

About The Position

As a Service Accounts Coordinator - Team Lead, you will manage daily escalations for customer accounts, communicating with customers and creating processes.  Maintain and update customer-specific processes in Twiki to provide efficient customer service.

Requirements

• High School or Equivalent
• 3-4 Years: Industry Related Experience.
• Communication & Interpersonal Skills: Regularly communicate with internal and external customers.
• MS Office Proficiency: Advance knowledge of Excel frequently, Word, Outlook.
• Multi-Tasking: Handling regular activities, coordinating with different teams, handling escalations.
• Time Management: Prioritizing tasks to ensure efficient customer service.
• Customer Service Oriented: Being able to work with the customer to facilitate their needs.
• Dependable: Attend customer meetings on time to ensure efficient customer service.

Responsibilities

• Assessing Billing Requirements
• Create estimates for service work using POR form and coordinating with customers for approval and updates.
• Assess the customer’s billing requirements and scope of work to ensure correct and timely processing of TNB (Temporarily Not Billable).
• Review work orders and coordinate with departments to assess customer invoices and billable determinations for Accounts Receivable disputes.
• Follow up with field technicians to gather additional information regarding in-progress or completed work orders.
• Work Order Reporting & Maintenance
• Run and assess weekly reports from D365 on opened or closed work orders and ensure efficient completion of scope of work.
• Collaborate with internal departments and field technicians to ensure that service jobs are progressing toward timely completion.
• Run and assess daily reports from D365 of emergency service requests to ensure technician response and closure of customer requests.
• Follow-up with field technicians to gather additional information regarding in-progress or completed work orders.
• Coordinate as needed with internal departments to handle escalated customer issues and provide troubleshooting resolutions.
• Customer Meetings
• Participate in regular meetings with customers and internal department teams to provide information and progress updates on service requests.
• Communicate with customer to understand their current needs and any changes on their end regarding processes to ensure that service levels are being met.
• Participate in Quarterly Business Review meetings to review information related to Service Level Agreement performance and improvements needed.
• Follow-up with field technicians to gather additional information regarding in-progress or completed work orders.
• Internal Meetings
• Participate in regular A-Team calls with internal departments to review the status of open service tickets/jobs.
• Review escalated customer concerns to evaluate and determine the solution to these issues.
• Collaborate with Technical Services and on-site Technician to assess technical issues on a jobsite to determine the best solution and ensure updated communications.
• Twiki Maintenance
• Update customer page on processes and work closely with internal departments to ensure accuracy of data.

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)

What This Job Offers

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