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. The work location for this position will be in-office, Monday through Friday.

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.

Key Responsibilities

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

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