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Scope of Work
The Service Account Coordinator plays a vital role in the success and overall organization of the office. This position is responsible for the day-to-day management and progression within Service.
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The Service Account Coordinator provides high-level customer support, scheduling coordination, and relationship management while ensuring accurate communication between customers, field technicians, and internal teams. This role is highly email-focused, requires strong organizational and multitasking skills, and involves daily communication with field technicians. The Service Account Coordinator reports directly to the Service Manager.
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Work Schedule & Location
- In-office position, Monday through Friday
- 7:00 a.m. to 4:00 p.m.
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Key Responsibilities
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Customer & Account Management
- Regular communication with customers.
- Manage and maintain ongoing customer relationships through proactive, responsive, and collaborative communication
- Update customers with service-related documents, deliverables, and technical notes (technotes)
Scheduling & Coordination
- Monitor team email inboxes for new service work requests
- Respond to customers with scheduled service dates and schedule changes in a timely manner
- Communicate schedule updates and changes to both customers and field technicians
- Coordinate and map service territory assignments to support efficient technician scheduling
Service Operations Support
- Review the previous day’s work orders to confirm completion and accuracy
- Ensure service activity is properly documented and communicated
- Utilize Spectrum and other internal systems for scheduling, tracking, and account updates
Communication & Collaboration
- Communicate daily with field technicians to coordinate work, address questions, and resolve scheduling issues
- Maintain clear, professional, and positive communication with customers and internal teams
- Support the Service Manager and department with special projects or additional tasks as assigned
Professional Skills & Workplace Expectations
- Maintain a strong customer-focused mindset with an upbeat and positive attitude
- Multitask effectively in a fast-paced, email-heavy office environment
- Demonstrate strong organization, attention to detail, and follow-through
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Minimum Requirements
Education
- High school diploma, G.E.D., or equivalent combination of education and experience required
Experience & Skills
- Previous experience in an office or administrative setting preferred
- Strong multitasking and organizational skills
- Excellent verbal and written communication skills
- Comfortable working in a high-volume email environment
- Proficient with computers and scheduling/account management software (Spectrum experience preferred)
- Previous customer service or service coordination experience preferred
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