Service Coordinator

Summary: The purpose of this role is to coordinate the technical and logistic support for Technical Service Personnel. Schedule and track Service Technicians for day-to-day operations. Work reports to assist clients proactively. Educate on newer technology to solve existing issues.

Responsibilities:

• Receive incoming technical calls and attempt to resolve them.
• Follow communication “scripts”
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Make outbound calls to trouble/unresolved accounts
• Seize opportunities to up-sell products
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database

Basic requirements:

• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• High school diploma
• Able to pass a drug screening
• Clean background check

The ideal candidate with possess the follow qualities:

• 2 years of Customer Experience or Retention background
• OR 4 years of Customer Service/adjacent experience
• Fully proficient in reading, writing, and speaking English in a professional setting
• Willing and able to learn technical basics of security monitoring/Owen service
• Detail and task oriented
• Willing and able to learn the basic operations of each Owen department for the purpose of building an instinctual ability to quickly identify a customer’s problem, inform the party(ies) best suited to assist, and offer a thorough resolution
• Pragmatic and capable of complex problem solving
• Background in basic office productivity software (Microsoft suite, email, spreadsheets)
• Willing and able to learn in-house productivity software (Ring Central, Sedona, Nexus)
• Friendly with a cheerful demeanor
• Personable/Excellent salesmanship
• Resilient, capable of navigating difficult conversations while maintaining a high level of customer service and professionality
• A strong desire to take care of the customer by making sure they are subscribed to the service/product which best suits their needs, and that we at Owen have done our very best to facilitate a premium customer experience

Job Type: Full-time

Owen Security offers a unique culture and boasts values, traditions, interactions and attitudes conducive of an enjoyable environment. The company offers opportunities for growth and leadership, encourages engagement and promotes career and life satisfaction. We want employees to be energized by our mission and passionate about serving our customers and communities.

Job Type: Full-time

Salary: From $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 2 years (Required)

Work Location: In person

Job Type: Full-time

Pay: From $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Employee assistance program
• Flexible spending account
• Retirement plan

Schedule:

• 8 hour shift
• Monday to Friday

License/Certification:

• Driver's License (Preferred)

Ability to Commute:

• Calhoun, GA 30701 (Required)

Ability to Relocate:

• Calhoun, GA 30701: Relocate before starting work (Required)

Work Location: In person