National Accounts Coordinator

Position Overview

The National Accounts Coordinator is a key position within the operations team, responsible for ensuring the efficient management of national accounts by coordinating service requests, processing quotes, handling customer communications, and providing high-quality administrative support to the National Accounts Manager. This role is pivotal in ensuring that national accounts are managed effectively, quotes are delivered promptly, and customer satisfaction is maintained at a high level. The coordinator will work closely with internal teams, including technicians, dispatchers, and the sales department, to ensure timely service delivery and follow-up on opportunities for upselling and cross-selling.

Additionally, the National Accounts Coordinator will be part of an on-call rotation, ensuring coverage for after-hours service requests and emergencies, providing a consistent and reliable point of contact for national accounts during non-business hours.

Key Responsibilities

• Account Coordination and Service Delivery

• Process Work Orders: Ensure 95% of all work orders are processed within 24 hours of receipt.
• Service Request Management: Oversee the timely completion of service requests, ensuring that 95% are completed on time and meet customer satisfaction.
• Issue Resolution: Address and resolve customer service-related issues promptly, aiming for a 90% resolution rate within 48 hours.
• Customer Communication and Satisfaction

• Prompt Responses: Respond to customer inquiries and emails within 4 hours during business hours, ensuring clear communication.
• Customer Follow-up: Maintain a high customer satisfaction rate, with a goal of achieving a CSAT score of 90% or higher following service engagements.
• Follow-up and Creation of Quotes

• Follow-Up on Quotes: Follow up on 100% of issued quotes within 5 business days, ensuring at least 80% of quotes are responded to or converted to orders.
• Timely Quote Creation: Create and send 95% of quotes within 24 hours of receiving a customer request, ensuring they are accurate and aligned with service needs.
• Quote Accuracy: Ensure 100% accuracy in all quotes, with proper pricing, service details, and terms that comply with company standards.
• Quote-to-Order Conversion: Maintain a minimum conversion rate of 30% for quotes converted into active orders.
• Account Documentation and Reporting

• Accurate Account Records: Ensure 100% accuracy in maintaining national account documentation, including service history, billing information, and customer preferences.
• Reporting: Submit regular weekly/monthly reports that highlight account status, service issues, and upcoming needs to the National Accounts Manager.
• Collaboration and Internal Coordination

• Team Collaboration: Coordinate with field technicians, dispatchers, and sales teams to ensure that 95% of service requests are addressed within service level agreements (SLA).
• Internal Communication: Support the National Accounts Manager in tracking leads for upselling and cross-selling opportunities within national accounts.
• Financial and Cost Management

• Cost Management: Assist in ensuring accurate billing and identifying discrepancies or overages, helping to maintain a cost variance of no more than 3%.
• Timely Billing: Ensure 100% of invoices are sent within 48 hours of job completion.
• Compliance and Quality Assurance

• Policy Adherence: Ensure 100% compliance with company policies, procedures, and industry regulations.
• Quality Assurance: Maintain a high level of service quality, with 95% of service deliveries meeting or exceeding company standards.
• On-Call Rotation

• On-Call Availability: Participate in the on-call rotation, being available for after-hours support as needed for national account emergencies, service issues, or urgent requests.
• Target: Ensure 100% availability during scheduled on-call shifts.
• Measurement: On-call logs and service resolution during after-hours.
• Response to On-Call Requests: Respond to on-call service requests promptly, with a goal to resolve 90% of emergency service requests within 1-2 hours of receiving them.
• Documentation: Properly document and escalate any issues that cannot be resolved during after-hours, ensuring clear communication with the National Accounts Manager for follow-up.

Skills & Qualifications:

• Experience:
• Minimum of 3 years of experience in an administrative or coordinator role within the HVAC, electrical, plumbing, or facilities management industry.
• Experience in handling customer inquiries, processing quotes, and managing service orders is preferred.
• Education:
• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Business Administration, Operations, or a related field is a plus.
• Skills:
• Excellent communication skills, both written and verbal.
• Strong attention to detail and organizational skills.
• Ability to work efficiently under pressure and handle multiple tasks at once.
• Proficiency in CRM software, Microsoft Office Suite (Excel, Word, Outlook), and other business management tools.
• Ability to manage customer expectations and provide outstanding service.
• Certifications:
• Relevant certifications in HVAC, electrical, or plumbing services would be advantageous but not required.
• Other:
• Ability to work independently and as part of a team to achieve goals.
• Willingness to take ownership of tasks and drive results with minimal supervision.
• Must be available for on-call shifts during the scheduled rotation.

Key Performance Indicators (KPIs):

• Timely Order/Work Order Processing: 95% within 24 hours.
• Service Delivery Efficiency: 95% of service requests completed on time and to customer satisfaction.
• Issue Resolution: Resolve 90% of customer service issues within 48 hours.
• Customer Communication: 100% response within 4 hours during business hours.
• Customer Satisfaction (CSAT): Maintain a CSAT score of 90% or higher.
• Quote Creation and Follow-up: 95% of quotes created within 24 hours and 100% follow-up within 5 business days.
• Quote Accuracy: 100% accuracy in quotes.
• Quote-to-Order Conversion Rate: Achieve a conversion rate of 30%.
• Cost Efficiency: Maintain a cost variance of ≤ 3%.
• Timely Billing: Ensure 100% of invoices are sent within 48 hours.
• Team Collaboration: Coordinate with internal teams to ensure 95% of service requests are addressed within SLA.
• Compliance and Quality Assurance: Ensure 100% compliance with policies and achieve a 95% quality score on service audits.
• On-Call Response: Ensure availability during scheduled on-call shifts, resolving 90% of emergency requests within 1-2 hours.
• On-Call Documentation: Document and escalate unresolved issues promptly during on-call shifts.
  
  

Work Environment:

This position involves both office-based tasks and occasional site visits to customer locations as needed. You will be required to work in a fast-paced, deadline-driven environment with a focus on customer satisfaction. The on-call rotation requires flexibility, as the coordinator will be expected to handle after-hours emergencies and service requests as part of the team's on-call schedule.