{"id":2561680,"url":"https://alion.io/job/service-experts-account-coordinator-iv","title":"Account Coordinator IV","company":{"id":2741391,"name":"Service Experts","domain":"serviceexperts.com","url":"https://alion.io/company/serviceexperts-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":22,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Administrative","role_family":"Administrative","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Richardson, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":111000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1815},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-29T00:00:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-27T10:13:54Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"Welcome!\n\nHighly visible role utilizing Advantage and Service Experts knowledge along with above average soft skills to resolve escalated customer complaints of Advantage Program participants. Receives, maintains & facilitates communication between Marketing, Legal & Field Leadership with the uniform goal of maintaining the integrity of the customer relationship. Liaison between the customer and Service Experts to effectively reach a mutually agreeable resolution. Provides administrative support by following the standardized processes and procedures set forth for specialized programs. Work is performed under general supervision with latitude for decision making within assigned guidelines. \nDuties & Responsibilities\nPrimary specialist assigned to investigate and resolve escalations received from BBB, legal & other regulatory bodies.\nPrimary back-up to team leader to support the overall customer escalations department when necessary\nActs as a point of contact for the customer care team and other departments for guidance on mitigating further escalation of customer issues and diffusing irate customers\nReceive, investigate & manage customer complaints to full completion within the defined service level targets.\nProtects the integrity of the Service Experts brand and the Advantage program and ensures each customer issue is handled without the highest level of quality\nManage and track all escalations and the reason via multiple internal systems.\nPartner with 20+ US Service Center POC’s to resolve customer complaints.\nFacilitates all asset transfers and customer information updates.\nFacilitates buy out requests to include calculation of the buyout amount, approval from leadership, communication with the customer and acquisition of the customer approval.\nUses retention strategies via phone and email to reduce early terminations.\nProcesses all received payments via standard protocol and facilitates all refund requests.\nCommunicates regularly with leadership regarding any trends or areas of opportunity.\nRepresents the company professionally, honestly, and ethically in all business matters and activities.\nOther duties as assigned.\nQualifications\nHigh school diploma with a minimum of 5 years advanced customer service or complaint resolution experience.\nAbility to de-escalate and be persuasive in order to reach a mutual resolution.\nAbility to learn and follow company process and procedures.\nHighly organized & detailed oriented.\nExcellent follow through skills.\nAbility to maintain confidentiality of customer information and other sensitive data.\nAbility to work well under pressure.\nAbility to multitask in a busy work environment and to organize and manage multiple priorities.\nExcellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population.\nWorking knowledge of Customer Relationship Management Systems, Microsoft Word and Outlook software applications.\nUtilizes various computerized systems and software to perform tasks.\nMust be professional and can communicate effectively both externally & internally including up to the Executive Leadership in a pleasant, business-like, and customer-focused manner.\nAbility to work effectively and productively in both a team environment as well as independently.\nWhat Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:\nCompetitive Pay with incentive opportunities.\nPaid Time Off and Company Holiday Pay.\nMedical, Dental, and Vision Insurance programs.\n401(k) Retirement Savings Plan with company matching contributions.\nLife Insurance and disability insurance options.\nSupplemental benefit programs.\nWorld Class Training opportunities through our Experts University.\nCareer Development opportunities.\n\nMinimum Experience: 6+\nYears Minimum Education: High School Diploma/GED\n\n\nThe job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.\nService Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. 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