Service Coordinator

Job Title: Service Coordinator

Reports to Dispatch Supervisor

Location: Palm Desert Dept.: Service

Date Created: 02.07.2024.

Summary

This position provides customer service to clients, necessary support to field technicians, and support to other internal departments. Coordinate service appointments and installations by managing schedules, preparing paperwork, and communicating relevant information. This position acts as back up for call queues, attends service queues within multiple branches. This position is expected to be available to support team operating promptly at 7:55am and throughout the day until 4:00pm.

Essential Duties & Responsibilities

• Provides and maintains exemplary customer service to our customers to always ensure retention and projects a positive outlook to customers, including times when issues arise.
• Handle incoming calls and emails for service, perimeter maintenance, and installation requests.
• Schedule and confirm service appointments- prioritize service calls in accordance with customer and branch needs.
• Works with branch supervisors to make the most efficient use of field agents and service schedule needs.
• Collects payment upfront for all residential accounts.
• Review service tickets daily for accuracy, grammar, spelling, and appointment times, and assist in closing all service tickets each month to achieve branch goals.
• Is responsible for maintaining all service queues.
• Ability to follow through with all customer requests until the customer is satisfied and the issue is resolved.
• Is available to field agents to coordinate service tickets, and go-backs as needed.
• Review monitoring reports assigned, daily and contact customers to schedule service as needed.
• Transponders: Account activations (pass up to accounting daily), Issue tags, software data entry and deactivations.
• Inform customers of unforeseen delays with installations or appointments, respond to customer complaints, and give after-service updates when requested.
• Provides feedback to supervisor regarding any customer concerns/ complaints for direction.
• Performs basic technical troubleshooting for inbound callers and their alarm systems.
• Provides callers with company information: branch address, directions, contact information, website/customer portal, and other related information.
• Issues requests for alarm certificates.
• Uses administrative skills to perform tasks in company software: Sedona, Monitoring websites, Outlook, and various Microsoft Office products.
• Accepts phone and EFT payments for service calls and alarm services.
• Performs basic data entry in monitoring software with accuracy and in a timely manner.
• Adheres to the Code of Conduct, Confidentiality and Non-Disclosure Agreements, and Company Safety.
• Additional duties as assigned or deemed necessary for effective business operation.

Qualifications

High School diploma or equivalent. Must be computer literate. Excellent written and verbal communication skills. Ability to provide exemplary customer service skills. Must be able to type proficiently and have knowledge of MS Office products. Requires working knowledge of electronics. Competent ability to analyze problems and solve in a timely manner. Must have strong time management and organizational skills. Complies with all safety, environment, health, and waste management policies and procedures. Must hold U.S. Citizenship or permanent residency.

Certificates

Alarm Agent Employee card and/ or ability to obtain it.

Work Environment

Drug-free. Fast-paced. The work environment includes secure access to the general office area. Cubital with desk, telephone, computer, and accessories.