Facilities Account Manager / Service Coordinator

Job Description

Job Description

Facilities Account Manager / Service Coordinator

New Century Service | Otsego, MN

Job Type: Full-Time | Monday - Friday | Onsite

New Century Service (NCS) is a growing commercial service company providing HVAC, plumbing, electrical, handyman, and facility maintenance services. We take pride in delivering dependable service, building strong customer relationships, and creating a workplace where teamwork, accountability, and continuous improvement matter.

We are committed to developing our people, strengthening our teams, and providing exceptional service to our customers.

We are seeking a highly organized, customer-focused Facilities Account Manager / Service Coordinator to coordinate our handyman and electrical service teams while managing relationships with local and national accounts.

This position requires someone who thrives in a fast-paced environment, can confidently manage competing priorities, make sound decisions, and take ownership of customer needs from start to finish.

Experience in emergency dispatch, service coordination, account management, or other high-pressure customer service environments is strongly encouraged. Industry experience is not required. We are willing to train the right candidate.

• Service Coordination & Dispatch: Schedule and coordinate technicians, manage incoming service requests, communicate ETAs, and adjust priorities as needs change.
• Account Management: Serve as a primary point of contact for local and national customers, building strong relationships through responsive communication and dependable service.
• Customer Service: Manage customer expectations, provide timely updates, address concerns, and ensure requests are followed through to completion.
• Problem-Solving & Prioritization: Evaluate incoming requests, determine urgency, make sound decisions, and proactively resolve issues.
• Job & Material Coordination: Monitor job progress, coordinate parts and materials, and ensure technicians have the information needed to complete their work.
• High-Volume Communication: Effectively manage multiple phone calls, emails, service requests, scheduling changes, and follow-ups.
• Team Collaboration: Work closely with technicians, management, and internal departments to maintain efficient operations and a high standard of service.
• Account Growth: Identify opportunities to strengthen customer relationships and support the growth of existing local accounts.
• On-Call & Emergency Coordination: Participate in a rotating on-call schedule, respond to after-hours service requests, assess urgency, coordinate technician dispatch, and ensure timely customer communication.

• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to manage multiple priorities and deadlines.
• Confidence in making decisions and solving problems independently.
• Strong critical thinking, active listening, and problem-solving abilities.
• Ability to remain calm, professional, and effective in high-pressure situations.
• A proactive, customer-focused approach with strong attention to detail.
• Ability to communicate effectively with customers, technicians, and internal team members.
• Strong computer skills and the ability to learn new software and systems.
• A high level of accountability, initiative, and follow-through.
• Ability to build and maintain professional customer relationships.

Experience in one or more of the following areas is beneficial:

• Service dispatching or field service coordination
• Emergency dispatch or emergency response coordination
• Account management or customer relationship management
• High-volume customer service or call center operations
• Facilities management or property maintenance
• Scheduling, logistics, or operations coordination
• Crisis response or other fast-paced service environments

Previous experience in facilities, HVAC, plumbing, or electrical services is helpful but not required. We value individuals who demonstrate strong judgment, initiative, communication skills, and a willingness to learn.

At New Century Service, we believe strong teams are built by people who take pride in their work, support one another, and are committed to doing things the right way.

We offer:

• Competitive compensation based on experience.
• Medical, dental, and vision insurance.
• Company 401(k) contribution.
• Paid time off and paid holidays.
• Training and professional development opportunities.
• A supportive, team-focused work environment.
• Opportunities to grow with an expanding company.

If you're a resourceful problem-solver who enjoys working with people, managing multiple priorities, and taking ownership of getting things done, we encourage you to apply.

New Century Service is an Equal Opportunity Employer.