Service Coordinator II

Daisy - New York City•New York, NY

34d•Remote

About The Position

The Service Coordinator II is a vital position within Daisy’s service department. They manage service requests, system issues, and client service needs. The Service Coordinator II must ensure all client correspondence is within Daisy standards. The Service Coordinator II will help to maintain, create, and action service tickets including advanced remote troubleshooting, scheduling of service technicians, and client follow up. Both over the phone and via e-mail the service coordinator will provide high levels of customer service and help to connect clients to applicable internal and external stakeholders. They will act as an escalation point for more advanced troubleshooting needs within the service department.

Requirements

3-5 years’ experience working within a customer service base environment with high end clientele.
Technical experience with remote troubleshooting AV and networking equipment, ideally in the home automation sector.
Working knowledge of Creston, Savant, Lutron control systems.
Professional phone edetate, strong written communication skills and ability to balance several communication platforms simultaneously. Call center experience strongly preferred.
High school diploma or equivalent required, bachelor's degree preferred.
Experience interacting with stakeholders at all levels; over communicator.
Demonstrated ability to self-motivate and follow-through.
Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.
Ability to think both strategically and tactically and to drive execution. Should be equally comfortable with long term planning and day-to-day progress tracking and execution.
Proven track record of taking ownership and of delivering results in a fast-paced environment.
Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.
Demonstrated desire for continuous learning and improvement.
Aptitude for working within multiple software platforms.

Responsibilities

Provide and maintain elevated standards of client support by phone and via email including but not limited to:
Remote troubleshooting by requesting and sourcing information from a client or client representative.
Rebooting of client systems via multiple software platforms.
Managing escalated request and technical troubleshooting.
Handle technical remote troubleshooting in the following areas:
Audio & Video Distribution Concepts and Equipment
HDMI Baluns
HDMI Matrix Switches
Fiber Baluns
Video over Network Distribution Equipment
IR, RS-232 and Network Control protocols
Networking
VPN Connections
Port Forwarding
Crestron Control Systems
Savant Control Systems
MAC OS
Create, update and close service tickets and service upgrade tickets within project software by:
Maintain open dialogue with the client on troubleshooting progress.
Thoroughly document all troubleshooting steps taken.
If applicable, schedule onsite service visits with clients and communicate costs.
Actively maintain ticketing status in project software to ensure all clients are responded to promptly.
Complete ticket life cycle when issues are resolved.
Maintain and update recaps of onsite service calls prior and following dispatch of service technicians. Contact client to confirm expectations for resolved issues and to set up any return visits.
Coordinate with clients to accept payments for overdue or current service bills.
Work alongside client concierge to maintain and update VIP client list, customer folders, and company notes in project tracking software.
Maintain and update client information by:
Altering point of contacts
Updating contact information
Updating any login credentials
Track progress of equipment repairs and proceed to schedule re-installation of repaired/replaced units as applicable. Update service ticket with project information and status.
Review web resource tools to proactively identify client needs based on historical data, previous service calls, and current alerts.
Track and update client approval for product and labor via service tickets, take payments as applicable.
Coordinate with internal stakeholders action service tickets based on internal needs.
Confirm appointments, timeline for access and point of contact for service dispatch, provide notes in project software.
Provide service technician with accurate notes and documentation on the issue(s), state what has already been addressed and what is required on site.
Confirm appointments with clients prior to dispatching.
Assist with emergency client requests as needed, provide clients with reasonable expectations for repair.
Review and approve completed service orders for accounting team.
Review contracts, connect with sales team on SLAs/Upgrades and transfer as needed to sales team.