Senior National Accounts Service Coordinator

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior National Accounts Service Coordinator based in United States.

This role is responsible for coordinating emergency and planned commercial service projects for major national accounts across the United States.

You will manage service providers, customer requests, project costs, dispatch activities, and preventive maintenance programs.

The position combines project coordination, account management, customer support, and commercial service operations.

You will work closely with sales teams, service providers, distributors, and internal stakeholders to ensure customer needs are resolved efficiently.

Strong organization, negotiation, technical understanding, and follow-through will be essential to maintaining service quality and controlling costs.

The role offers significant ownership in a fast-paced, multi-channel environment where customer experience and operational accuracy are critical.

You will also contribute to process improvements, troubleshooting resources, and stronger long-term relationships with key commercial accounts.

Accountabilities

• Coordinate with sales teams to identify and select qualified commercial service providers across major U.S. markets for installation and repair projects.
• Develop project-based cost standards for labor and materials and support negotiations for installation and repair proposals.
• Review labor and material invoices against approved quotes, identify variances, and take appropriate action to mitigate discrepancies.
• Manage service provider grading and performance processes based on quality, delivery, and cost to help identify the strongest service partners.
• Maintain accurate and up-to-date account information across CRM and service management systems, including platforms such as Syteline and ServiceChannel.
• Receive, coordinate, and resolve emergency and non-emergency commercial service requests through phone, email, and service management platforms.
• Deliver a high level of customer service to national account customers, service providers, potential service partners, and distribution contacts.
• Develop troubleshooting guides for relevant products and competitive equipment and support internal coordinators in resolving customer issues remotely when possible.
• Build and maintain strong account management relationships with customers and key stakeholders.
• Coordinate with representative agencies, distributors, area and regional sales teams, and service providers to execute emergency and planned service calls.
• Identify key account product and part requirements and enter orders into the appropriate MRP system accurately and promptly.
• Use available technology, product documentation, and established procedures to resolve commercial customer inquiries effectively.
• Proactively follow up on active account issues until resolution and communicate updates as required.
• Maintain awareness of applicable policies, procedures, and service standards while escalating issues across the organization with appropriate urgency.
• Participate in a rotating 24/7 on-call schedule, including nights, weekends, and holidays, to respond to customer emergencies and provide timely updates.
• Support continuous improvement initiatives and perform additional responsibilities as required.

Requirements

• High school diploma or equivalent required.
• At least 10 years of experience in dispatch, job costing, project management, account management, sales support, or customer service within a busy, multi-tasking environment; management experience is a plus.
• Established relationships with key commercial service providers across major U.S. markets are preferred.
• Knowledge of market-based labor and material pricing for different types of service and installation projects.
• Demonstrated experience supporting direct customer accounts through multiple communication and service channels.
• Strong customer resolution skills, including the ability to manage challenging or time-sensitive situations.
• Familiarity with commercial product portfolios and established customer interaction procedures is preferred.
• Technical repair experience in plumbing, appliances, or related industries is preferred, with water-heating experience particularly valuable.
• Professional, confident, and courteous telephone communication skills.
• Excellent verbal and written communication skills, with the ability to exchange information clearly and concisely.
• Strong relationship-building skills with key accounts, sales representatives, customers, service providers, and internal teams.
• Ability to negotiate effectively and develop mutually beneficial solutions.
• Strong time management, organization, accuracy, and follow-through, with a sense of urgency when handling customer needs.
• Working knowledge of Microsoft Office, particularly Word and Excel, with the ability to create and manage spreadsheets.
• Ability to perform mathematical calculations for proposal preparation, cost analysis, and profit evaluation.
• Proactive and persistent approach to following up on active jobs through completion.
• Ability to work independently, prioritize complex information, and manage multiple active assignments with limited supervision.
• Strong account management capabilities and the ability to build rapport with a wide range of stakeholders.
• Adaptability, flexibility, teamwork, and effective cross-functional collaboration.
• Ability to identify opportunities for continuous improvement and enhance the customer experience.
• Comfortable working primarily in a sedentary office environment and accommodating nontraditional working hours when required for on-call responsibilities.

Benefits

• Fully remote work opportunity.
• Monday-Friday schedule, generally 8:00 a.m.-5:00 p.m. EST, with rotating 24/7 on-call responsibilities.
• Medical, dental, vision, and prescription coverage.
• Flexible Spending Account options for medical and dependent care expenses.
• Paid Time Off and floating holidays.
• Paid company holidays.
• 401(k) plan with company matching.
• Company-paid life insurance.
• Voluntary life insurance options.
• Short-term and long-term disability coverage.
• Professional development opportunities.
• Tuition reimbursement.
• Annual Incentive Plan.
• Employee referral bonuses.
• Paid volunteer community service day.
• Employee, family, and friends discount program.
• Tobacco- and drug-free workplace environment.
• Opportunity to support major national accounts and develop expertise across commercial service operations, customer experience, and account management.