Service Account Coordinator

SUMMARY

Primary responsibility is to plan, direct, and coordinate activities for the Google Service account to ensure that goals or objectives are accomplished within prescribed time frames and cost parameters.  Responsible for the receiving, responding, and tracking service request tickets. Support, plan, and coordinate all aspects of assigned service accounts. Performs a variety of roles including account coordination and customer service while exercising discretion and independent judgment to ensure the highest level of customer satisfaction. The following duties are performed individually or through supporting additional members of the Service Operations team. Required duties may vary or change in importance as client requirements are shifted.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Establish strong relationships with clients and maintain the highest standard of customer satisfaction.
• Regularly participate in project meetings with the Google Service team and others as needed.
• Coordinate scheduling with clients and vendors.
• Provide clients with updates and confirmations.
• Act as the single point of contact with client representative(s) for coordination of all MAC’s (moves, adds and changes) and service requests, including product pulls with assigned client vendors, service department and installation personnel.
• Collect all required information for customer-generated MAC/service requests and product deliveries. Relay information to appropriate service department team members. Act as vendors’ point-of-contact on service/delivery days; coordinate associated activities and schedules and oversee all on-site service day activities and deliveries.
• Monitor and track actual labor time expended on the work requested to ensure accurate billing of time and materials.
• Prepare quotations for products and/or services, as requested. Track orders and schedule deliveries of customer and end-user requests.
• Oversee and support the coordination of product receipts and product pulls from customer inventory stored in Pivot’s warehouse using AIM to manage this process.
• Monitor and process necessary paperwork to replenish customer stocking program(s) as required per the standards set forth by the client(s).
• Review all preliminary work lists with assigned client representatives and distribute resulting documentation.
• Communicate with all parties involved in the MAC/service requests to ensure all involved parties are informed of requested/upcoming MAC/service activities and associated dates.
• Prepare and distribute all required documentation to client representatives (including but not limited to work requests, product pull requests, inventory lists and reports, change order requests, etc.), to coordinate and perform MAC/service and delivery activities.
• Track all new product orders for MAC/service requests, schedule and prepare required installation and delivery requests through Pivot service operations department.
• Performs additional project and client-related duties as needed, including project coordination, scheduling of labor, and arranging installation and delivery schedules for client requests, through Pivot service operations department.
• Collaborate with team members to ensure the job is completed at a high level of satisfaction and accuracy.
• Review scope of services forms and project descriptions to provide required detailed information and any unique requirements for the work orders to ensure clarity and understanding for lead installation teams.
• Develop detailed work plans that provide loading requirements per the installation schedule, material handling, logistical plans, loading requirements and identification of potential issues.
• Schedule labor and communicate daily work schedules to associated service teams.
• Facilitate changes to scope of work and obtain approved change orders as needed.
• Confer with any relevant project personnel to provide technical advice and to help resolve problems.
• Organize and submit invoicing packages monthly.
• Enter work time into internal database by job/project on a weekly basis.
• May assist with warranty and repair support as needed.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Essential skills include relevant product knowledge, attention to detail, organization skills, proficient verbal and written communication and various technology proficiencies. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 EDUCATION and/or EXPERIENCE

High school diploma or GED required. Three to five years related experience and/or training (such as project administration or project management) may be substituted for some experience or formal education requirements. Working knowledge of furniture systems and electrical / cabling issues essential. Previous project-related supervisory experience required. Demonstrated ability to logistically plan all phases of the project cycle essential.