Remote National Accounts Service Coordinator

Rinnai America Corporation; Tennessee; On-site; USD 57,000 - 69,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Plan with Company Match

Paid Time Off

Tuition Reimbursement

Volunteer Community Service Day

Discounts

Job summary

Rinnai America Corporation is seeking a Sr. National Accounts Service Coordinator to coordinate emergency and planned replacement jobs and preventive maintenance contracts for commercial clients in our National Accounts program.

The role is remote with a Monday–Friday 8am–5pm EST schedule and on-call rotations that may include nights, weekends, and holidays. Salary up to $62,893, with compensation varying by location and experience.

Qualifications

• High school diploma or equivalent.
• Minimum 10 years of dispatch in a multi-task oriented busy environment, job costing, project management or related customer service experience.
• Pre-existing relationships with key service providers in major US markets.
• Knowledge of market-based pricing for labor and materials by type of job.
• Experience servicing direct customer accounts in a multi-channeled environment.
• Proven customer resolution techniques to handle challenging situations.
• Familiarity with Rinnai America’s product portfolio and customer interaction protocols.
• Technical repair experience in plumbing or appliance industries; water heating preferred.

Responsibilities

• Coordinate with Sales Team to identify and select Commercial Service Providers for National Account customers.
• Develop cost standards by type of project for labor and material negotiations for installation and repair proposals.
• Review and mitigate labor and material invoice variances to CSP installation quote.
• Manage CSP grading process to identify best labor sources in major markets based on Quality, Delivery, Cost.
• Monitor CRM and tracking systems (Syteline, Service Channel) to ensure account information is accurate and up to date.
• Receive, manage, and complete emergency and non-emergency commercial service issues via phone, email, or service platforms.
• Apply Rinnai’s customer service philosophy to National Accounts customers and train coordinators to assist remotely.
• Create troubleshooting guides for products and train staff to restore service by phone.
• Develop account management relationships with customers, reps, distributors, and managers.
• Enter orders into the MRP system accurately and timely; follow up on active issues; escalate when needed.
• Be willing to work on-call schedule, including weekends and holidays.

Skills

Communication

Relationship building

Negotiation

Time management

MS Office

Costing/estimates

Account management

Education

High school diploma or equivalent

Tools

MS Office (Word, Excel)

Job description

Rinnai America Corporation is seeking a Sr. National Accounts Service Coordinator to coordinate emergency and planned replacement jobs and preventive maintenance contracts for commercial clients in our National Accounts program.

The role is remote with a Monday–Friday 8am–5pm EST schedule and on-call rotations that may include nights, weekends, and holidays. Salary up to $62,893, with compensation varying by location and experience.