Alert Alarm Service Coordinator – Tier I (onsite)

Zeus Fire and Security•Honolulu, HI

39d•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

Experience in customer service, technical support, or service coordination preferred.

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.