Account Coordinator

Service Experts

. Investigate and resolve escalations received from BBB, legal, and other regulatory bodies .

Posted 9/29/2026full-timeRichardson • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in customer service and complaint resolution, with a strong ability to de-escalate situations and communicate effectively with diverse stakeholders. Proficient in managing escalations, maintaining confidentiality, and utilizing Customer Relationship Management Systems.

Highest-signal resume keywords

Customer Service ExperienceComplaint Resolution SkillsDe-Escalation TechniquesCustomer Relationship Management SystemsOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint ManagementEscalation TrackingPayment ProcessingAsset Transfer FacilitationCustomer Information Updates

Soft Skills

Excellent Verbal CommunicationInterpersonal SkillsPersuasivenessAttention to DetailAbility to Multitask

Tools & Technologies

Customer Relationship Management SystemsMicrosoft WordMicrosoft Outlook

Industry Keywords

Customer EscalationsService-Level TargetsConfidentialityCustomer Retention StrategiesDiverse Customer Population

About the role

Key responsibilities & impact

Investigate and resolve escalations received from BBB, legal, and other regulatory bodies
Provide backup support to the team leader and customer escalations department
Guide customer care and other departments on mitigating further escalation and diffusing irate customers
Receive, investigate, and manage customer complaints through full completion within service-level targets
Protect the Service Experts brand and Advantage program integrity
Manage and track escalations and their causes through multiple internal systems
Partner with 20+ US Service Center points of contact to resolve customer complaints
Facilitate asset transfers and customer information updates
Facilitate buyout requests, including calculating amounts, obtaining leadership approval, communicating with customers, and securing customer approval
Use phone and email retention strategies to reduce early terminations
Process payments according to standard protocol and facilitate refund requests
Communicate trends and areas of opportunity to leadership
Represent the company professionally, honestly, and ethically
Perform other duties as assigned

Requirements

What you’ll need

High school diploma/GED
Minimum of 5 years advanced customer service or complaint resolution experience
Minimum experience listed as 6+ years
Ability to de-escalate and be persuasive in order to reach a mutual resolution
Ability to learn and follow company process and procedures
Highly organized and detail oriented
Excellent follow-through skills
Ability to maintain confidentiality of customer information and other sensitive data
Ability to work well under pressure
Ability to multitask in a busy work environment and manage multiple priorities
Excellent customer-service, verbal, written, and interpersonal skills
Effective customer complaint resolution skills
Ability to work with a diverse customer population
Working knowledge of Customer Relationship Management Systems, Microsoft Word, and Outlook
Ability to use various computerized systems and software
Ability to communicate effectively with external and internal stakeholders, including Executive Leadership
Ability to work effectively both in a team environment and independently

Benefits

Comp & perks

Competitive Pay with incentive opportunities
Paid Time Off and Company Holiday Pay
Medical, Dental, and Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance and disability insurance options
Supplemental benefit programs
World Class Training opportunities through our Experts University
Career Development opportunities