Commercial Account Service Coordinator

Purpose:

The Commercial Account Support Coordinator plays a key role in supporting the efficient operation and administration of the commercial service department. This position provides administrative, scheduling, and customer service support for commercial accounts, and internal service processes. The role ensures accurate documentation, timely communication, and coordination between customers, technicians, and field service management to deliver an exceptional service experience that aligns with Heritage Tractor standards.

Responsibilities:

1. Customer & Service Coordination:

o Process work orders, service invoices, and warranty documentation accurately and in a timely manner

o Reduce billing cycle days from completion of work to less than 10 days

o Maintain thorough and accurate communication throughout the lifecycle of the repair process

o Estimated completion dates

o Variances in service scope or costs

o Proactively forecast and schedule non-seasonal service workload

o PIP Management

o Pre/Post Season Inspections

o Ensure customer satisfaction through professional communication and prompt issue resolution

2. Administrative Support:

o Review and verify labor, parts, and miscellaneous charges for accuracy before billing

o Serve as primary point of contact supporting the transition of all A/R accounts to JDF Multi-Use Accounts

o Monitor and track open work orders, ensuring completion and billing

o Monitor Customer Experience Surveys and provide timely follow up on negative NPS scores

o Support Commercial Service Management with scheduling, technician time tracking, and maximizing collectable revenue

3. Team Collaboration:

o Work closely with the Parts departments to ensure smooth service parts procurement and customer communication

o Support service management and technicians by ensuring proper documentation and resource availability

o Participate in department meetings to improve workflow and customer experience