POSITION SUMMARY:

The Service Coordinator is a skilled problem solver to join our team. We need an enthusiastic individual who can listen to customer service issues, offer a solution, and schedule technicians to go to client homes and install/resolve alarm and other security system items.

QUALIFICATIONS:

• High school diploma or GED equivalent is preferred.
• 2+ years customer service experience
• 1-2 years of scheduling experience preferred.
• Installation and technical knowledge of electronic security systems preferred
• Competency in Microsoft Office suite (Excel, Word, Outlook, Teams)
• Positive, pleasant and professional communication skills – both written and verbal
• Excellent listening skills
• Highly detailed and ability to multi-task in a fast-paced environment.
• Must be 18 years of age or older.
• Must have a Clean Background.
• Must Pass a Drug Test.

PHYSICAL REQUIREMENTS:

• Regularly required to sit, walk, and stand for multiple hours.
• Talk or hear, both in person and by telephone.
• Use hands repetitively to operate standard office equipment.
• Reach with hands and arms lifting up to 30 pounds.
• Close vision, distance vision and the ability to adjust focus.
  The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  Job Type: Full-time
  Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Work Location: In perso

• Answer incoming customer phone calls and take appropriate action for each call.
• Answer incoming internal employee calls for job scheduling using our automated scheduling system.
• Maintain customer satisfaction ratings based on explicit criteria set forth by the company.
• Use company policies to determine if there can be an immediate resolution to a customer issue or escalate too manager.
• Input data into the company computer platform to keep each customer record updated
• Coordinate with the service and installation management.
• Assists Operations Manager with various tasks to include handling escalated customer inquiries, service projects, high priority ticket issues, and Alarm.com account adjustments.
• Coordinates and schedules service calls and/or appointments while handling customer, technician, and sales representative issues.
• Assures customers are handled in a timely and professional manner and overall customer satisfaction goals are achieved and exceeded.
• Provides support with of incoming/outgoing phone calls made by customers for service appointments.
• Schedules and coordinates service calls and service of Legacy or Existing Account renewals, moves, saves, and resigns.
• Supports sales team in the design and in developing a scope of work intended to meet the customer’s requirements and/or solve their problem.
• Ensures installation and service quality standards.
• Provides local branch technical support to customers per the Avoidable Truck Roll service initiative.
• Manages the sales and service handoff process to ensure a smooth transition from the sales team to installation and from the installation team to the service department.
• Aides Operations Manager in overseeing of fleet vehicles including their routine maintenance and repairs to ensure the longevity of the company fleet.
• Manages installation and service technicians’ efficiency by comparing time worked, hours billed, production accomplished and payroll.
• Continually monitors costs through regular review of overtime, supply costs and “office time”.
• Provides technical training and certification programs when needed, to staff and/or technicians.
• Creates hot lists to prevent customers from cancelling services.
• You may be assigned additional responsibilities and duties by the supervisor.