Customer Care Coordinator

Pinnacle•Glendale, CA

22d•$20 - $25

About The Position

The Customer Care Coordinator is responsible for providing exceptional customer service and support to clients in the Structured Cabling, Access Control & CCTV, and Audio Visual (AV) sectors. This role involves managing customer inquiries, coordinating service requests, and assisting with updates and service calls. The ideal candidate will have excellent communication skills, a keen eye for detail, and a customer-oriented mindset.

Requirements

High school diploma or equivalent; Associate’s or Bachelor’s degree in a related field preferred.
2+ years of experience in a customer service or coordination role, preferably in technology, telecommunications, or a related industry.
Strong understanding of structured cabling, access control, CCTV, and AV systems.
Excellent written and verbal communication skills.
Proficient with Microsoft Office Suite (Word, Excel, Outlook) and MS Planner.
Strong organizational skills with an ability to manage multiple priorities effectively.

Nice To Haves

Experience with project management tools and software.
Familiarity with D-Tools or other AV/Technology management software.
Technical knowledge of industry standards and installation practices for structured cabling, access control, CCTV, and AV systems.

Responsibilities

Serve as the primary point of contact for clients, addressing inquiries, service requests, and technical issues related to structured cabling, access control, CCTV, and AV systems.
Work closely with the Project Management and Estimating teams to provide customers with accurate quotes and updates on service requests.
Schedule and coordinate service calls, repairs, and maintenance visits based on client needs and project requirements.
Ensure prompt response and follow-up on client requests, providing timely updates and resolution to service issues.
Schedule and organize site surveys for system installations, modifications, and upgrades.
Track and monitor the progress of service orders, ensuring timely completion and customer satisfaction.
Collaborate with field technicians to ensure accurate information is relayed back to the client and update clients on the status of their projects.
Maintain detailed and organized records of all customer interactions, service requests, and project progress.
Update the Customer Care system and MS Planner with relevant customer information, including service order details and follow-up actions.
Generate reports on service performance, track RMAs (Return Merchandise Authorization), and monitor billing requirements.
Follow up with client’s post-service to ensure satisfaction and address any additional questions or concerns.
Conduct surveys and collect customer feedback to identify areas for service improvement.
Work with the Customer Care Team Leader to develop and implement quality assurance practices and ensure high standards of customer service.