[Hiring] Service Accounts Coordinator - Team Lead @Vector Security

Role Description

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 customers 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.

Qualifications

• High School or Equivalent
• 3-4 Years of Industry Related Experience

Requirements

• Communication & Interpersonal Skills: Regularly communicate with internal and external customers.
• MS Office Proficiency: Advanced knowledge of Excel, Word, and 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.

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

We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time.

Our Values

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