Job Description

Job Title: Service Support Coordinator

Location: Baltimore, MD

Department: Service – Account Management

About Alliance Exterior Construction:

Alliance Exterior Construction is a leading commercial roofing and building-envelope contractor serving customers across the DMV region. We specialize in delivering high-quality roofing installations, repairs, maintenance programs, and exterior construction services for commercial, industrial, and institutional facilities.

Our team prides itself on craftsmanship, reliability, and long-term customer partnerships. Whether we are executing large-scale commercial projects or supporting day-to-day service and emergency repair needs, Alliance is committed to safety, responsiveness, and exceptional work quality.

Job Summary:

The Service Support Coordinator supports the Service Management team with project tracking, reporting, document preparation, and workflow coordination for high-volume service customers. This role is essential in helping the service department run smoothly by ensuring accurate data and timely reporting.

This role is designed as an entry point into the commercial roofing industry and offers meaningful long-term growth. Team members gain hands-on experience with invoice management systems, reporting, customer communication, and service operations. High performers have opportunities to grow into Account Management or Operational Support roles as the service division continues to expand.

Work hours run from 5 AM to 2 PM. In-office 5 days a week, Mon-Fri.

Duties/Responsibilities:

Information Management

• Enter service ticket information, labor hours, materials, purchase orders, and job-related details into the ERP system and CRM.
• Maintain accurate customer records, job logs, and warranty documentation.
• Upload photos, inspection reports, and field notes from technicians.

Reporting & Analytics

• Generate periodic customer reports (e.g., job status, spend tracking, KPIs, aging).
• Pull data for high-volume customers and prepare summary packages for Account Managers.
• Assist in updating dashboards and performance tracking tools.

Customer & Internal Support

• Support Account Managers in preparing quotes, proposals, and follow-up summaries.
• Help ensure timely follow-up on open tickets, pending approvals, and outstanding documentation.

Workflow & Operational Support

• Monitor shared inboxes for incoming customer requests; generate work orders or assign / route tasks as appropriate.
• Maintain a clean, organized digital file structure for customer documents and reports.
• Assist in preparing billing packets by gathering supporting documents.

Required Qualifications:

• 1–3 years of office administration, customer service, or coordinator experience.
• Strong proficiency across Microsoft Word.
• Ability to learn new software quickly.
• High attention to detail and accuracy in data entry.
• Ability to manage multiple tasks.

Preferred Qualifications:

• Familiarity with Finance spend management systems (e.g., SAP Concur, Ramp).
• Prior experience producing customer-facing reports.

Education and Experience:

• High School Diploma / GED

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