Senior Service Account Coordinator

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.

• 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

• 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
• 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

• High school diploma or equivalent (required)
• Customer Service / Service Sales / Service Coordination: 2 years (Required)
• Customer Service Supervisor: 1 year (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

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