Senior Service Account Coordinator

Job Summary

The Senior Service Account Coordinator plays a critical leadership and operational role within the Service Department at American Solar & Roofing. This position is responsible for ensuring that service coordination functions run at full efficiency, service technician schedules remain optimized, and internal service processes are executed with consistency and excellence.

This is a structured, systems-oriented role best suited for a dependable administrative leader who thrives in accountability, organization, and execution.

Role Breakdown

1. Leadership, Management & Accountability (LMA) — 60%

The Senior Service Account Coordinator serves as the operational lead for the Service Coordination team, ensuring performance standards are met and department execution remains consistent.

Key responsibilities include:

• Training and onboarding new Service Coordinators into established workflows
• Monitoring team performance through departmental KPIs and scorecards
• Maintaining daily schedule capacity and ensuring technician routes are optimized
• Developing, updating, and enforcing SOPs for service coordination processes
• Identifying workflow gaps and implementing process improvements
• Supporting leadership with execution of new service strategies and department initiatives
• Ensuring administrative consistency across CRM documentation, reporting, and service outcomes

2. Driving Strategy & Operational Execution — 25%

This role supports department growth through operational strategy and execution—not sales persuasion.

Responsibilities include:

• Assisting leadership with service department scaling initiatives to include sales and service revenue targets and KPIs.
• Improving scheduling efficiency to reduce truck rolls and maximize technician productivity
• Leading quote development processes for service opportunities and small repair work
• Coordinating across departments to ensure materials, pricing, and job readiness
• Producing service reports that support leadership decision-making
• Supporting continuous improvement efforts that enhance customer experience through operational excellence

3. Customer Service & Resolution — 15%

While this is not a high-social “front desk” role, the Senior Service Account Coordinator ensures customers receive clear, professional service resolution.

Responsibilities include:

• Handling escalated customer service requests with calm professionalism
• Managing warranty claims through manufacturer processes
• Maintaining accurate customer communication and documentation in Salesforce CRM
• Balancing company policy and customer benefit with sound judgment
• Ensuring service issues are resolved promptly, thoroughly, and correctly

Required Qualifications

• High school diploma or equivalent (required)
• 2+ years of customer service experience
• 1+ year in a leadership, supervisory, or coordinator role preferred
• Strong administrative and operational skillset
• Ability to manage multiple priorities with accuracy and consistency

Key Skills & Culture Fit

This role is ideal for someone who is:

• Highly organized, steady, and dependable
• Comfortable leading through systems, structure, and accountability
• Confident making decisions and enforcing process standards
• Detail-oriented with strong follow-through
• Focused on execution rather than high-social engagement
• Motivated by productivity, clarity, and operational excellence

Technical & Administrative Requirements

• Proficiency in Microsoft Word, Excel, and Outlook
• Experience using CRM platforms (Salesforce preferred)
• Ability to document thoroughly and accurately
• Comfortable working in a structured, metrics-driven environment

Physical Requirements

• Extended periods sitting at a computer
• Repetitive typing and data entry
• Ability to remain focused and professional in a fast-paced office environment

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties, and skills required.