Account Coordinator

The Account Coordinator reports directly to the Account Manager and will support by executing and delivering on a range of responsibilities including dispatching, managing service calls, vendor sourcing, communicating with vendors, and other operational tasks.

RESPONSABILITIES

Receive, Enter, dispatch, and manage work orders.

Accept all new incoming work via email/customer web-based portals.

Respond promptly to all client inquiries that require immediate response.

Be a Customer Advocate – must have sense of urgency and customer concern.

Follow service department procedures, referring to internal policies and requirements.

Answer Phones – All Account Coordinators on shift are responsible for answering calls as they come in. Phones should not ring more than once.

Update clients via email and/or customer web-based portals.

Confirm Scope and Dispatch all new work order requests.

Source and recruit technicians as needed to complete work orders.

Monitor incoming emails throughout their shift ensuring that all emails are handled per Company protocols.

Process incoming calls and support other team members on shift by ensuring work is complete and meets customer expectations and metrics.

Call Client/Store Manager after a scheduled visit to site to confirm customer satisfaction.

Close all service calls in the system when work is complete.

Source necessary materials to fully complete the job.

Enter accurate and complete notes in the system regarding correspondence with customers and technicians.