Job Description
Job Description
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 :
1. 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.
2. 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.3. 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.4. 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.5. 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.6. 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.7. 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.8. 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.
