Job Summary:
The Customer Relations and Service Coordinator is a hybrid role that combines financial customer account management, service scheduling, dispatch coordination, and client communication. This position ensures the efficient handling of accounts receivable processes while assisting in service-related operations to maintain timely and effective service delivery.
Primary Responsibilities:
Customer Accounts Management
- Handle invoicing, customer account reconciliation, and remittances.
- Maintain customer communication records and support the operational team with account inquiries.
- Respond to client billing questions and follow up on overdue accounts.
- Manage an aging portfolio of 30, 60, and 90-plus accounts.
Service Scheduling and Dispatch
- Prioritize and schedule service calls with the Service Manager and customer as needed.
- Coordinate emergency and non-emergency service requests, providing initial troubleshooting when necessary.
Documentation and Reporting
- Assist in maintaining service and account records via systems like DocuWare and EMSAR Portal.
- Review and issue service completion forms, maintenance reports, and relevant customer documentation.
Client Communication and Support
- Act as a central point of contact for client inquiries, providing updates on schedules, installations, and service resolutions.
- Collaborate with operations and service managers and escalate unresolved issues through EMSAR or other channels.
- Offer tailored advice on products and services, identifying opportunities for upselling or enhancements.
Proactive Problem-Solving and Protocol Development
- Resolve client issues professionally and follow up on service-related concerns to ensure satisfaction.
Required Skills and Qualifications:
- Strong organizational and multitasking abilities with experience in accounts receivable, sales, and service coordination.
- Proficiency in relevant software (e.g., Sage 50, DocuWare, Service Portals, ClickUp) or similar systems.
- Exceptional communication and problem-solving skills.
- Familiarity with inventory and shipping logistics.
- Ability to manage and analyze performance data to drive continuous improvement.
Key Competencies:
- Detail-oriented, with a focus on accuracy and efficiency.
- Client-focused, with a proactive and professional approach to problem resolution.
- Team-oriented, with strong leadership and collaboration skills.