Customer Experience Coordinator – National Accounts

Empower Brands

. Own and maintain account launch checklists, timelines, assigned responsibilities, and readiness status from signed agreement through go-live .

Posted 10/8/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong project coordination and account management capabilities, with a focus on customer communication, issue resolution, and process improvement. Proficient in managing multiple accounts and tasks while ensuring compliance with billing and documentation requirements.

Highest-signal resume keywords

Project CoordinationAccount ManagementCustomer CommunicationMicrosoft Office ProficiencyAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project CoordinationAccount ManagementBilling ProceduresDocumentation ComplianceInvoicingWork Order ManagementCustomer Requirements TranslationService Performance MonitoringIssue ResolutionMulti-Location Customer Support

Soft Skills

Organizational SkillsWritten CommunicationVerbal CommunicationCustomer-Focused ApproachCross-Functional Coordination

Tools & Technologies

CRM SystemsCustomer PortalsWork Order PlatformsAccount Health Trackers

Industry Keywords

Certificates of InsuranceAccounts ReceivableFranchise OrganizationsField Service Businesses

About the role

Key responsibilities & impact

Own and maintain account launch checklists, timelines, assigned responsibilities, and readiness status from signed agreement through go-live
Review customer requirements and translate them into actionable setup tasks
Coordinate agreements, service requirements, certificates of insurance, customer contacts, billing instructions, pricing, service coverage, account setup, portals, work orders, and invoice procedures
Communicate launch requirements and responsibilities to internal teams and service providers
Track outstanding items, escalate launch risks, and obtain readiness confirmation before go-live
Monitor initial work orders and billing activity to identify and resolve early account issues
Serve as a central contact for customer updates, administrative questions, service concerns, and billing inquiries
Provide updates on scheduling, work status, outstanding items, and issue resolution
Track customer concerns and coordinate responses through resolution
Facilitate communication among National Accounts, Operations, franchisees or service providers, and Accounts Receivable
Monitor open work orders and follow up on missing updates, overdue activity, incomplete documentation, invoice discrepancies, rejected invoices, missing purchase orders, and billing questions
Maintain account health trackers covering work orders, response times, completion status, documentation compliance, customer issues, and billing exceptions
Monitor service performance, provide account status reports, track corrective actions, and identify recurring issues or process improvements

Requirements

What you’ll need

2+ years of experience in project coordination, account management, or a related role
Strong organizational skills with the ability to manage multiple accounts, tasks, and deadlines simultaneously
Excellent written and verbal communication skills with a professional, customer-focused approach
Ability to take ownership of follow-up and coordinate work across cross-functional teams without direct supervisory authority
Strong attention to detail when handling pricing, documentation, account records, and billing requirements
Proficiency with Microsoft Office, CRM systems, customer portals, and work order platforms
Experience supporting multi-location customers, franchise organizations, or field service businesses preferred
Familiarity with certificates of insurance (COIs), invoicing, and Accounts Receivable processes preferred

Benefits

Comp & perks

Equal opportunity employer committed to diversity and inclusion in the workplace
Benefits are referenced in the equal employment practices statement, but no specific benefits are listed