Senior Service Accounts Coordinator

🕒 September 2

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $18 - $29 / hour

⏰ Full Time

🟠 Senior

🧑‍🏫 Bookkeeping and Clerks

👻 Ghost score 0%

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Vector Security

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1970

🔐 Security

👥 B2C

🤝 B2B

💰 $450M Debt Financing on 2019-06

Security • B2C • B2B

Vector Security is a provider of residential and commercial security solutions that designs, installs, and monitors alarm systems, video surveillance, smart-home automation, and fire & life-safety systems. The company offers professional installation, 24/7 monitoring, mobile app control, and local branch support for homeowners and businesses, plus managed network and physical security services. With decades of experience, Vector Security serves both individual consumers and regional/national commercial customers.

📋 Description

• Serve as a dedicated point of contact for corporate customers regarding escalations, service estimates, and periodic client summaries • Facilitate customer reporting and participate in customer meetings and QBRs • Identify and implement efficiencies across the Service Department • Monitor workflow of open work orders and data processing cases • Ensure Service Level Agreements and invoicing requirements are properly processed • Provide and distribute summary reports on service performance and SLA compliance • Draft reports through customer third-party software and/or D365 with supporting reasoning on service ticket status • Identify service trends and escalations affecting customer perception and update department leadership • Handle customer requests via phone, email, or customer third-party software • Coordinate with internal teams, field technicians, and customer vendors to provide resolutions • Deliver recurring departmental summary presentations to clients • Attend customer-facing and internal calls regarding service performance and operational improvements • Coordinate ETAs and service job details for customers • Prepare and assist with quarterly or annual business reviews • Provide internal department-wide training on account workflow and best practices • Update the knowledge base with client workflow articles and procedures • Support billing reviews, invoice reconciliation, disputed invoice review, and invoice processing • Submit requests to increase not-to-exceed values for completed work • Review service work orders and evaluate pricing against approved NTE values • Prepare and revise service estimates for client approval • Process approvals and rejections for flagged work orders • Travel may be required for periodic business reviews

🎯 Requirements

• High School or Equivalent • 1-2 Years Experience in a Call Center/Customer Service Environment • Communicate regularly with customers and internal teams to provide updates and feedback • Present and discuss department performance in formal business settings • Prioritize job tasks and deliver efficiencies • Understand customer requirements and identify which internal departments should field issues • Learn new customer requirements and contract changes

🏖️ Benefits

• Competitive Compensation with Incentive Eligibility • Medical, dental and vision coverage • Company paid life and AD&D insurance • Company paid short- and long-term disability • Voluntary benefit products • 401k retirement savings plan • Flexible Spending Account • Paid time off • Tuition reimbursement • Employee Assistance Program (EAP) • Growth opportunities