QUALIFICATIONS & SKILLS:

• High school diploma or equivalent
• 3+ years previous successful experience in a customer service role, interacting with customers via telephone and email preferred.
• Strong problem-solving and troubleshooting skills, both technical and administrative.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Experience in customer service, technical support, or service coordination preferred.
• Proficiency in using database systems to maintain and track customer and service records.
• Ability to work collaboratively with various teams to ensure efficient service delivery and customer satisfaction.

WORK REQUIREMENTS:

• This job requires sitting for extended periods of time in an air-conditioned facility.
• This job involves using a computer for extended periods of time.
• Daily use of headsets to communicate with customers.
• Answering calls, typing, and navigating computer systems will involve repetitive movements within a fast-paced and high expectation call center environment.
• The facility is a secure worksite.

ROLE OVERVIEW

The Service Coordinator - Tier I is responsible for ensuring high-quality customer interactions by handling service requests, troubleshooting technical issues and dispatching field technicians. This role requires strong communication, problem-solving and administrative skills to maintain customer satisfaction and operational efficiency.
Status: Full-Time, Non-exempt

KEY RESPONSIBILITIES:

• Assist customers in troubleshooting technical issues over the phone and remotely program intrusion systems.
• Investigate and resolve service problems by identifying root causes, ensuring complete resolution and following up with customers.
• Schedule and dispatch field technicians for service requests, emergency service, and routine inspections.
• Support field technicians remotely by completing administrative and technical tasks, ensuring accurate and thorough documentation of service tickets.
• Enter and track service work orders, verify completion of technician tasks and update customer accounts accordingly.
• Handle customer complaints with professionalism and empathy, working toward satisfactory resolutions.
• Process customer requests for sales, renewals, re-signs, upgrades and reactivations via phone and email.
• Negotiate service call costs to align with budgetary constraints and maintain cost efficiency.
• Collaborate with internal teams, field technicians and dispatch to ensure 24/7 system functionality and timely issue resolution.
• Identify and escalate recurring service issues to appropriate departments for resolution and process improvement.
• Maintain accurate customer records and ensure quality control through detailed documentation and follow-up actions.
• Participate in team meetings and training sessions to enhance skills and knowledge.
• Other duties as assigned.