Account Service Coordinator II – Csa Service Solutions Llc – United States

We are looking for an Account Service Coordinator who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our customers. The Account Service Coordinator will support the company’s mission, vision, and values within our Wilmington, OH center.

Seeking a highly experienced and talented Account Service Coordinator that thrives in an evolving, exciting environment. The successful associate will have de-escalation experience with problem solving affinity, project management experience, an analytical understanding of reporting metrics, be a conscious communicator, have a strong interest in process, an appetite for learning, listening and questioning and ability to train and mentor new teammates.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to assist individuals with disabilities to perform these essential functions:

• Receive work order information from Account Service Dispatcher

• Review field service technicians and engineers existing schedule

• Dispatch work orders as requested to technicians and field service engineers

• Coordinate scheduling of services provided by vendors and on-site team(s)

• Determine requirements of new work orders

• As requested, receive tracking and reports on completion of work.

• Work with operations teams to ensure work is being completed within client required timeframe (SLA / contractual obligations)

• Develop, maintain and follow a standard workflow process and provide a weekly/monthly forecast of work orders

• Possess a senior-level understanding of dispatch and field operations departments.

• Enter client data into SalesForce/ServiceMax and/or Dynamics/FieldOne upon receipt of PO

• Follow Scripts (Call Center and L1 Support) and SOPs (e.g. WO review and client submission)

• Exercise judgement and analytical skills to identify, investigate and escalate incongruent findings

• As applicable, assist with the technical and financial work order Reviews

• Timely review and closure of work orders

• As needed, enter service data into Client CRM system

• As needed, assists in mapping coordinates for efficient travel

• Assists with incoming calls in event of dispatch overflow

• Provide mentor assistance to Account Service Dispatcher and Account Service Coordinator I

• Lead projects issued by division leadership

• Review work in progress by members of customer care team

• Serves as the backup support during supervisor’s absence with autonomy to make independent decisions.

• Take on new projects as requested

• Provide relevant training to associates and field service members related to dispatching and scheduling procedures and SLAs

• Provide mentor assistance to entry level account service dispatch and coordinator associates

• Assist with developing division procedures

Minimum Education and Experience:

• 4+ years’ call center and/or customer service experience

• Minimum 1 year working with Service Level Agreements (SLA) and Key Performance Indicators (KPI)

• Minimum 2 years’ experience in SalesForce/ServiceMax and/or Dynamix/FieldOne or equivalent

• Understanding of variables that impact service delivery in a scientific environment

• Outstanding interpersonal and written communication skills

• Proficient in Microsoft Office Suite and other and cloud-based software

• Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams

Or

• Minimum1-year working with Service Level Agreements (SLA) and Key Performance Indicators (KPI)

• Platform experience in SalesForce/ServiceMax and/or Dynamix/FieldOne or equivalent

• Understanding of variables that impact service delivery in a scientific environment

• Outstanding interpersonal and written communication skills

• Proficient in Microsoft Office Suite and other and cloud-based software

DISCUSSION OF PERSONAL CHARACTERISTICS AND “FIT”

The Account Service Coordinator will be an integral member of the team but also must be willing and able to take direction and have a desire to learn. The candidate must be energetic, driven and have a professional demeanor. The highest integrity is a must.

• Ability to influence and communicate both verbally and in writing with healthcare & business professionals at all levels

• Proven ability in developing and maintaining effective internal and external relationships

• Increasing ability to connect the dots between functions and processes related to tactical and strategic implications with increasing awareness of up/downstream requirements and impacts.

• Analytical – The individual synthesizes complex or diverse information

• Problem Solving – The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully

• Leadership – Ability to handle disconnected data and requests in a changing and dynamic atmosphere

• Quality Management – The individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness

• Judgment – The individual displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions

• Attention to Detail – Requires accurate eye and follow through when completing work tasks

• Initiative – Job requires a willingness to take on responsibilities and challenges

• Planning/Organizing – The individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans

• Safety and Security – The individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly

• Teamwork – Ability to work in a collaborative style

• Organizational Skills – Ability to work under tight deadlines and handle multiple, detailed tasks

• Understanding of customer requirements and ability to assist with the coordination/interface with cross-functional teams

• Comfort working in a fast-paced environment with dynamic priorities

• Comply with all company policies and procedures and adhere to company standards

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Ability to sit, stand, bend, and reach for long periods for time exceeding 4 hours.