Service Account Coordinator in Lynnwood, Washington at University Mechanical Contractors, Inc

Starting Salary Range: $26.44 - $33.65/hour; depending on experience

Location: Lynnwood, WA

Classification: Non-Exempt

Must be eligible to work in the U.S. - Sponsorship not available

Position Overview

The Account Coordinator provides administrative, process, and customer communication support for the Service Account Specialist team. This role helps keep Service Agreement, Quick Response, and Recommended Repair workflows organized by supporting documentation, work order tracking, customer communication, renewal preparation, scheduling coordination, and account data accuracy.

The Account Coordinator does not own assigned accounts independently. Instead, this role supports Account Specialists, Senior Account Specialists, Account Specialist Leads, and the Account Specialist Manager by ensuring account information is complete, follow-up items are tracked, customer updates are coordinated, and internal handoffs are clean. The position is intended to improve customer experience, reduce rework, strengthen documentation discipline, and create a development pathway into the Account Specialist role.

Key Responsibilities

• Support Account Specialists with assigned Service Agreement, Quick Response, and Recommended Repair account workflows.
• Maintain accurate account documentation, including customer contact information, site notes, equipment information, access requirements, meeting notes, task lists, renewal notes, and follow-up items.
• Assist with work order tracking by monitoring status, updating notes, routing information, and helping ensure open items are visible to the appropriate Account Specialist, dispatcher, technician, Field Manager, or manager.
• Support customer communication for routine account needs, including scheduling coordination, status updates, documentation requests, invoice follow-up, and general service questions.
• Prepare and organize materials for customer meetings, Customer CARE reviews, renewal discussions, kickoff meetings, debrief meetings, and internal account reviews.
• Help schedule and coordinate customer visits, internal turnover meetings, first-visit debriefs, renewal meetings, and other account-related touchpoints as directed by the Account Specialist or Account Specialist Manager.
• Assist with Service Agreement renewal preparation by tracking renewal dates, gathering account information, preparing support data, organizing documentation, and flagging missing information early.
• Support the booking package and account setup process by gathering required documents, verifying completeness, tracking missing information, and helping ensure smooth handoff from sales to account management.
• Assist with new contract setup support in Vista, SalesManager, or other UMC systems as directed by the Account Specialist Manager or assigned Account Specialist.
• Support SA addendum, QR, and RR proposal preparation by gathering information, formatting documents, attaching supporting documentation, routing for review, and tracking follow-up.
• Assist with invoice and billing support by tracking invoice status, routing customer questions, helping gather backup documentation, and supporting collections follow-up.
• Coordinate with Dispatch, Field Managers, technicians, Inside Sales Representatives, Business Development Representatives, Project Managers, and other internal partners to help keep account information accurate and work moving forward.
• Track customer-requested updates, scheduling constraints, access requirements, security requirements, site contacts, purchase order information, and other account-specific details that impact service delivery.
• Assist with Customer CARE surveys, reports, meeting preparation, note taking, and follow-up tracking.
• Help maintain clean system records in Vista, SalesManager, Unanet CRM, Smartsheet, SharePoint, Teams, and other service-related tools as required.
• Identify missing, unclear, or inconsistent account information and escalate to the appropriate Account Specialist, Lead, Manager, or internal stakeholder.
• Support equipment condition report preparation by gathering work order summaries, organizing technician notes, compiling photos or supporting documentation, and helping prepare customer-ready materials.
• Assist with operational assessment preparation and follow-up documentation as directed.
• Help track purchase orders, subcontractor invoices, parts status, material needs, and customer purchase order requirements for assigned account support activities.
• Maintain awareness of UMC safety expectations and support accurate communication of site-specific safety or access requirements.
• Provide professional, timely, and accurate communication with customers and internal teams.
• Protect the customer experience by following through on assigned tasks, documenting commitments, and escalating issues before they become larger problems.
• Support Account Specialists in identifying potential service opportunities, equipment additions, property additions, or customer needs by documenting observations and routing them to the appropriate owner.
• Maintain confidentiality and professionalism when handling customer, financial, employee, and company information.
• Regular attendance and promptness are considered part of each employee’s essential job functions.

Secondary Responsibilities

• Collaborate with Service leadership and the Account Specialist team to improve customer satisfaction, documentation quality, and process consistency.
• Participate in training related to Service Agreements, QR, RR, Vista, SalesManager, Unanet CRM, Smartsheet, SharePoint, Teams, and other service department systems.
• Assist with process improvement efforts, standard operating procedures, templates, checklists, and documentation standards.
• Provide backup support for routine account coordination tasks during team absences or workload peaks.
• Attend customer or internal meetings as requested to take notes, document action items, and support follow-up.
• Support onboarding of future Account Coordinators or new Account Specialists by sharing process knowledge and documentation standards as experience grows.

Required Skills and Abilities

• Strong organization, follow-through, and attention to detail.
• Proactive approach to customer service and internal support.
• Ability to manage multiple tasks, deadlines, and follow-up items at the same time.
• Clear written and verbal communication skills.
• Strong active listening skills.
• Service-oriented mindset with the ability to communicate professionally with customers and internal teams.
• Ability to document information accurately and consistently.
• Ability to learn UMC systems, service workflows, and account management processes.
• Basic understanding of HVAC, plumbing, Service Agreements, Quick Response, and Recommended Repairs preferred or willingness to learn.
• Ability to identify missing information, ask clarifying questions, and escalate issues appropriately.
• Proficient computer skills, including Microsoft Outlook, Word, Excel, Teams, SharePoint, and the ability to learn new software.
• Ability to work collaboratively with Account Specialists, Dispatch, Field Managers, technicians, Sales, Project Managers, billing, and leadership.
• Ability to maintain professionalism and confidentiality.

Preferred Education and Experience:

• High school diploma or equivalent required.
• Associate degree, administrative support experience, customer service experience, service coordination experience, or equivalent related experience preferred.
• Prior customer service, administrative coordination, dispatch, service operations, or account support experience preferred.

Required Licensing and Other Certifications:

• Maintain a valid driver’s license and satisfactory driving record if required for customer visits or business travel.
• Successful completion of a background check.