[Hiring] Senior Service Accounts Coordinator @Vector Security

Role Description

As a Senior Service Accounts Coordinator, you will serve as a dedicated point of contact for corporate customers regarding escalations, service estimates, and periodic client summaries to manage the customer’s experience with Vector Security Networks. Your responsibilities will include:

• Facilitating customer reporting
• Participating in customer meetings and QBRs
• Identifying and implementing efficiencies across the Service Department
• Monitoring workflow of open work orders and data processing cases
• Ensuring Service Level Agreements and invoicing requirements are properly processed by the department

Qualifications

• High School or Equivalent
• 1-2 Years Experience in Call Center/Customer Service Environment
• Communication & Interpersonal Skills: Communicate regularly with customer and internal teams to provide updates and feedback
• Presentation & Communication: Must present and discuss department performance in formal business settings
• Time Management: Prioritize job tasks and deliver efficiencies
• Problem-Solving & Analytical Skills: Understanding customer requirements and knowing which internal departments will best field certain issues
• Adaptability & Eagerness to Learn: Learning new customer requirements and contract changes

Requirements

• Provide and distribute summary reports on service performance and compliance with Service Level Agreement metrics
• Draft reports through customer 3rd-party software and/or D365
• Identify service trends or specific items of escalation affecting customer perception
• Receive direct requests for updates on escalations, question items, or service issues
• Coordinate with internal teams to provide resolutions based on requests
• Attend and participate in regular customer-facing calls and internal team calls
• Prepare and assist in delivering quarterly or annual business reviews
• Follow up with customers on site status and work order completion information
• Coordinate with customer contacts and Accounts Receivable regarding outstanding/unpaid invoices
• Review disputed or flagged invoices for accuracy
• Write and submit requests to increase the not-to-exceed value for completed work
• Review flagged service work orders for work performed and additional work required
• Write and submit estimates for approval to increase the authorized billing value

Benefits

• 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
• Paid time off
• Tuition reimbursement
• Employee Assistance Program (EAP)

Company Description

Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Our values include:

• Win as a team
• Do the right thing
• Make a difference every day
• Get it done
• Think big

If you share these ideas, we’d love to hear from you!