Service Coord Strat Accts

Job Summary
The Service Coord Strat Accts coordinates service delivery, support activities, and customer requests for strategic accounts to ensure timely resolution of issues and a positive customer experience. This role partners with customers and internal teams to manage service execution, resolve escalated concerns, and support continuous improvement initiatives that enhance service quality and customer satisfaction. Role can be done remotely and requires alignment to 8:00 am to 5:00 pm PST hours.

Essential Functions

• Coordinate service requests, dispatch activities, installations, repairs, and customer support activities for strategic accounts to ensure timely and effective service delivery.
• Monitor service schedules, resource utilization, work orders, and customer requests, resolving non-routine issues and prioritizing activities to meet customer expectations and business objectives.
• Serve as a primary point of contact for escalated customer inquiries, complaints, and service concerns, ensuring timely communication and effective resolution.
• Maintain accurate records of customer interactions, service activities, inventory usage, scheduling information, and related documentation to support operational effectiveness and reporting requirements.
• Partner with internal stakeholders, field service teams, and customers to coordinate resources, communicate service updates, and ensure successful execution of service commitments.
• Provide day-to-day guidance and knowledge sharing to less experienced team members on service coordination processes, customer support practices, and issue resolution approaches.
• Comply with Company and department policies and standards; performs other duties as assigned

Minimum Requirements

• High School Diploma or Equivalent
• 3 years experience in customer support, dispatch, project coordination, or related experience

Preferred Requirements

• • Experience supporting strategic, national, or high-volume customer accounts
• Experience coordinating field service, technical support, or installation activities
  

Skills and Abilities

• Knowledge of customer service, service coordination, dispatch, and support operations principles and practices
• Customer relationship management skills focused on delivering responsive support and positive customer outcomes
• Ability to manage multiple service requests, schedules, and operational deadlines
• Oral and written communication skills for communicating effectively with customers and internal stakeholders
• Problem-solving and analytical thinking capabilities for evaluating issues, identifying root causes, and supporting effective resolutions
• Attention to detail when maintaining records, tracking service activities, and managing customer information
• Proficiency with service management, scheduling, dispatch, and business systems used to support customer service operations

Physical and Cognitive Demands

• Communicate/Hearing Frequently
• Communicate/Talking Frequently
• Learn New Tasks or Concepts Frequently
• Make Timely Decisions in the Context of a Workflow Frequently
• Complete Tasks Independently Constantly
• Maintain Focus Constantly
• Remember Processes & Procedures Constantly
• Stationary Position (Seated) Constantly
• Vision Constantly
• Hand/Eye Coordination Occasionally
• Bend Rarely
• Complete Tasks in a Noisy Environment Rarely
• Feeling/Grasping/Handling Rarely
• Move/Traverse Rarely
• Repetitive Motions Rarely

Working Environment

• Hazards Occasionally

Environmental Conditions

• Office: This position primarily operates in a professional office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building's primary work areas consist of desks, chairs, computers, and other office equipment and devices for professional services.
• Remote: This position primarily completes work from a remote setting, most commonly, a home office. This may be referenced as flexible workplace.

Travel Requirements

• 0% This position does not require travel

The potential compensation range for this role is below. The final offer amount could exceed this range, based on various factors such as candidate location (geographical labor market), experience, and skills. $20.91 - $27.16