Service Coordinator, Senior

Southland Industries; Dulles Town Center (VA); On-site; USD 68,000 - 80,000; Full time

Benefits offered by this job

401(k) plan with company match

Medical, dental, and vision insurance

Annual bonus program

Paid holidays, vacation, and personal/

Professional development opportunities

Job summary

Southland Industries is seeking a Senior Service Coordinator to enhance customer experiences by delivering superior service over the phone and in person. You will support project managers and field staff with work plans, coordinate resources, and proactively manage service agreements to ensure client satisfaction and retention.

The role requires effective communication, leadership, and initiative to minimize missed opportunities while maintaining sharp attention to detail.

Qualifications

• Minimum high school diploma or GED.
• Associate degree preferred.
• 4+ years related experience and/or training.
• Strong verbal and written communication skills.
• Strong customer service skills.
• Ability to coordinate projects.
• Strong ability to multi-task and prioritize.
• Strong attention to detail.
• Strong Excel and Word skills.

Responsibilities

• Schedules and manages labor resources to support all service work, including projects and technicians.
• Coordinates materials, subcontractors and equipment for Service Order work & Maintenance Agreements schedules.
• May direct workflow and mentor less experienced team members.
• Proactively manages Service Agreement base to address client satisfaction and retention.
• Generates, interprets and prints reports and contributes to content.
• Facilitates onboarding of new staff.
• Updates customer account information related to billing conditions, tax status, invoice contacts, billing addresses and rates.
• Partners with Account Manager on spend plans for renewals to maximize GM% and customer satisfaction.

Skills

Verbal and written communication

Customer service

Project coordination

Time management

Team collaboration

Education

Associate degree preferred

High school diploma or GED

Tools

Excel

Word

Job description

Position Summary

As a Senior Service Coordinator, you play a key role in customer experience by taking pride in providing superior customer services over the phone and in person. We are customer centric and always strive to continue achieving our vision and mission of a positive emotional experience with every interaction we encounter. This role has limited supervision so having great time management skills is pertinent. Great follow up skills and high level of initiative is expected in this role. Have great leadership skills and being proactive by continually communicating and engaging with the team to avoid any miss opportunities. You will have an opportunity to play an important role in assisting the Project Managers and Field staff in coordinating work plans and understanding margin impact.

Position Details

• Schedules and manages labor resources to support all service work including service projects, as well as the techs to support clients and business.
• Coordinates materials, sub-contractors and equipment based on needs, skill sets and availability for Service Order work & Maintenance Agreements schedules.
• May direct the workflow/mentor less-experienced team members.
• Proactively manages Service Agreement base to ensure we address any client satisfaction issues and manage retention.
• Responsible for generating, interpreting and printing various reports and contributing to the content.
• Facilitates new staff onboarding.
• Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates.
• Partners with Account Manager tasking and spend plans for renewals to maximize GM% & customer satisfaction Research and resolve expenses and reports discrepancies.

Qualifications

• Typically reports to Service Business Supervisor
• Works under limited supervision
• May direct work to less experienced team members
• Minimum high school diploma or GED
• Associate degree (AA) preferred
• 4+ years related experience and/or training
• Strong verbal and written communication skills
• Strong customer service skills
• Ability to coordinate projects
• Strong ability to multi-task and prioritize
• Strong attention to detail
• Strong Excel and Word skills

Benefits

• 401(k) plan with 50% company match (no cap) and immediate 100% vesting
• Medical, dental, and vision insurance (100% paid for employee)
• Annual bonus program based upon performance, achievement, and company profitability
• Term life, AD&DD insurance, and voluntary life insurance
• Disability income protection insurance
• Pre-tax flexible spending plans (health and dependent care)
• Paid parental leave
• Paid holidays, vacation, and personal time
• Training/professional development opportunities and company-paid memberships for professional associations and licenses
• Wellness benefits

About Southland Industries

As one of the nation’s largest MEP companies, Southland Industries is built on the foundation of great people. Since 1949, we have put our people first, enabling growth, professional achievement, and innovation.

To learn more about careers at Southland, explore our career opportunities, follow us on social media, and check out our website.

Equal Opportunity Employer

Southland Industries and all its subsidiaries are an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing our employees with a safe work environment free of discrimination and harassment. All employment decisions at Southland Industries are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, gender, national origin, ancestry, age, disability, medical condition, marital status, family care or medical leave status, veteran status, or any other status protected by the laws or regulations in the locations where we operate. Southland Industries will not tolerate discrimination or harassment based on any of these characteristics.

Pay: Final pay is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. For Virginia this ranges from $67,910.00 - $80,257.00 plus annual incentive, benefits, and retirement program as outlined above.

Contingent Employment: All employment offers are contingent upon successful drug tests, background checks, and professional reference checks. Roles that include driving as an essential job duty will be required to have a successful Motor Vehicle Record check (MVR). We are not able to offer sponsorship of employment at this time.

External Agency Announcement: Its Southland Industries' policy not to accept candidate submissions from recruiting agencies without an active and authorized work order. Candidate ownership can only be established after a bona fide work order is issued by a member of the Southland Industries Talent Acquisition team and the candidate is appropriately submitted through our Applicant Tracking System (ATS).