<div> </div> <div> <p><strong>Reports to:</strong> Vice President of National Accounts<br><strong>Direct Reports:</strong> None</p> <hr> <h1>Position Summary</h1> <p>The <strong>Customer Experience Coordinator (CEC)</strong> coordinates the launch and ongoing administrative support of National Accounts.</p> <p>This role owns the account launch process from signed agreement through go-live, ensuring customer requirements, documentation, approved pricing, service coverage, account setup, and billing procedures are complete and communicated. Working closely with National Accounts, Operations, franchisees or service providers, and <strong>Accounts Receivable (AR)</strong>, the CEC tracks readiness, follows up on outstanding items, and escalates barriers to a successful launch.</p> <p>After launch, the CEC supports a consistent customer experience through proactive communication, billing coordination, issue follow-through, and account health tracking. This is a hands-on position requiring organization, initiative, attention to detail, and a willingness to assist without waiting to be asked.</p> <hr> <h1>Key Responsibilities</h1> <h2>Account Launch Ownership</h2> <ul> <li>Own and maintain the account launch checklist, timeline, assigned responsibilities, and readiness status from signed agreement through go-live.</li> <li>Review customer requirements with National Accounts and Operations and translate them into actionable setup tasks.</li> <li>Coordinate required documentation, including signed agreements, service requirements, certificates of insurance (COIs), customer contacts, and billing instructions.</li> <li>Confirm approved pricing is documented and accurately reflected in the appropriate systems and customer portals.</li> <li>Verify service coverage and responsible service providers with Operations, documenting gaps and escalation contacts before launch.</li> <li>Coordinate customer account, location, portal, and work order setup with the appropriate teams.</li> <li>Confirm invoice requirements, purchase order procedures, supporting documentation, submission methods, and payment terms with Accounts Receivable.</li> <li>Communicate launch requirements and responsibilities to internal teams and participating service providers.</li> <li>Track outstanding items, escalate launch risks, and obtain readiness confirmation from responsible teams before go-live.</li> <li>Monitor initial work orders and billing activity to identify and resolve early account issues.</li> </ul> <h2>Customer Experience & Communication</h2> <ul> <li>Serve as a central contact for customer updates, administrative questions, service concerns, and billing inquiries.</li> <li>Provide timely, accurate updates on scheduling, work status, outstanding items, and issue resolution.</li> <li>Track customer concerns with a clear owner, next action, and expected resolution date.</li> <li>Coordinate responses with the appropriate team and follow through until issues are resolved.</li> <li>Maintain accurate records of customer communication, commitments, and account requirements.</li> <li>Escalate concerns that could affect service delivery, customer satisfaction, or the overall account relationship.</li> </ul> <h2>Operations & Billing Coordination</h2> <ul> <li>Facilitate communication between National Accounts, Operations, franchisees or service providers, and Accounts Receivable.</li> <li>Monitor open work orders and follow up on missing updates, overdue activity, and incomplete documentation.</li> <li>Confirm completed work includes the information required for billing.</li> <li>Coordinate resolution of invoice discrepancies, rejected invoices, missing purchase orders, and customer billing questions.</li> <li>Track outstanding billing issues and support Accounts Receivable with customer communication and documentation.</li> <li>Identify recurring administrative or service gaps and recommend practical process improvements.</li> </ul> <h2>Account Health & Performance Tracking</h2> <ul> <li>Maintain an account health tracker showing open work orders, response times, completion status, documentation compliance, unresolved customer issues, and billing exceptions.</li> <li>Monitor performance against each account's agreed service requirements and flag exceptions promptly.</li> <li>Provide regular account status reports to National Accounts and Operations, highlighting overdue items, recurring issues, and actions needed.</li> <li>Keep reporting accurate and current so teams can act on account risks.</li> <li>Track corrective actions through completion and identify patterns that could affect customer retention or account growth.</li> </ul> <hr> <h1>Required Qualifications</h1> <ul> <li>2+ years of experience in project coordination, account management, or a related role.</li> <li>Strong organizational skills with the ability to manage multiple accounts, tasks, and deadlines simultaneously.</li> <li>Excellent written and verbal communication skills with a professional, customer-focused approach.</li> <li>Ability to take ownership of follow-up and coordinate work across cross-functional teams without direct supervisory authority.</li> <li>Strong attention to detail when handling pricing, documentation, account records, and billing requirements.</li> <li>Proficiency wi