Account Services Coordinator at Foundation Source Philanthropic Services

Description

Position Overview: 

 We’re looking for a highly organized and dependable Account Services Coordinator to support our team with the efficient management of operational workflows. In this role, you'll be responsible for the systematic intake, tracking, and resolution of requests submitted through our Salesforce Case System. 

The ideal candidate is someone who thrives in a structured environment, values accuracy, and takes pride in maintaining consistency and high-quality service delivery. You’ll play a key role in ensuring that all incoming cases are prioritized logically, processed methodically, and resolved within defined timelines, all while supporting internal teams and stakeholders with clarity and care. 

If you enjoy working behind the scenes to bring order, clarity, and dependability to complex workflows, we’d love to hear from you. 

Key Responsibilities:

Case Management (70%) 

• Monitor and manage the daily Salesforce case queue to ensure all incoming requests are handled promptly and accurately. 
• Assess and prioritize cases based on defined criteria such as urgency, impact, and complexity. 
• Track the status of each case, proactively following up to ensure timely resolution and stakeholder satisfaction. 
• Partner with cross-functional teams to address and resolve more complex or specialized cases. 
• Support the broader Account Services team with additional responsibilities and ongoing projects as needed. 

Analytics & Process Optimization (30%) 

• Analyze case data to identify trends in volume, resolution time, and recurring issues, with a focus on continuous improvement. 
• Prepare and distribute regular performance reports on case metrics and team efficiency. 
• Ensure adherence to internal Service Level Agreements (SLAs) and relevant external compliance standards. 
• Recommend and help implement workflow enhancements that drive efficiency, accuracy, and consistency in case management. 

Requirements

• Bachelor’s degree in Business, Operations, or a related field preferred 
• 3–5+ years of experience working with CRM or case management systems; Salesforce experience strongly preferred 
• Proven ability to stay organized while managing high volumes of requests with precision and efficiency 
• Strong analytical skills, with a focus on identifying patterns, solving problems, and optimizing workflows 
• Clear, professional communication skills—both written and verbal—used effectively across teams and functions 
• Demonstrated ability to work independently, manage shifting priorities, and remain composed under pressure 
• High attention to detail with a strong sense of ownership and follow-through 
• Comfortable managing multiple tasks simultaneously in a dynamic and fast-paced environment 
• Technically adept, with the ability to quickly learn and adapt to new tools and systems 
• Proficiency in Microsoft Outlook, Excel, and Word; strong spreadsheet and reporting skills are a plus 

Job Requirements for Hybrid Work Environment:

Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours. 

Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs. 

Hybrid Work Commitment: Must be able to reliably commute to the office 2-3 times per month, and meet in-person collaboration requirements as needed. 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.    

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.