Service Accounts Coordinator - Team Lead

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Service Accounts Coordinator - Team Lead!

 We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members. 

Location:  Remote - US/USA

Summary:

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.

What You'll Do:

• 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.

What You'll Need:

• 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.

What You'll Get:

We offer a “Total Rewards” package including:

• 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
• Pa