Service Coordinator

About the position

The role of the Service Coordinator is to be the primary point of contact for customers to coordinate resolution of service-related projects and issues. This position takes the calls and/or emails from the customer, schedules the service calls, prepares and invoices the work tickets and follows up on customer satisfaction. The Service Coordinator is the first point of contact for service technicians and customers.

Responsibilities

• Serve as the primary point of contact for service-related calls to ensure that all calls are answered promptly and professionally.
• Communicate schedules of department personnel to the Operations Manager in a timely manner.
• Manage, direct, and track all service requests as well as active service tickets.
• Ensure technicians are armed with valid information for site visits.
• Manage ADP billing tickets with correct active dates.
• Close all service tickets within 48 hours of completion including telephone or email contact with customers to inform customers of completion and ensure satisfactory completion.
• Determine customer satisfaction on service tickets when the work order is complete.
• Administration and tracking of service calls with subcontractors/partners.
• Invoice service tickets and small projects. Ensure payment is made.
• POC to resolve technical issues (access control, intrusion, fire alarm, and video surveillance) with the customer that can be resolved over the phone.
• Coordinate position backup for any time out of the office during normal business hours.
• Participate in progression of after-hours calls.
• Provide price quotes based on regular or group pricing.
• Complete service RMAs and required documentation.
• Escalation to Tier 2 service techs (IT).
• Coordination with Tier 2 service techs and Manager.
• Be available to the Operations personnel, Sales and Management teams to support them with information / records and other documentation as needed.

Requirements

• High School Diploma.
• Organized and able to manage multiple tasks simultaneously.
• Superior customer service skills for both internal and external customers.
• Excellent written & verbal communication skills.
• Proficient in WORD, Excel.
• Self-motivated and self-directed.
• Demonstrates a positive attitude conducive to team building.
• Ability to work under pressure and complete tasks.
• Business experience a plus with knowledge of running a profit center.
• Management of field personnel a plus.
• Adept at conducting research into project-related issues and products.
• Must be able to learn, understand, and apply new technologies.
• Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
• General knowledge of products a plus: Edwards, Avigilon, Lenel, DMP, Hanwha, Axis, iPro, Building Reports.

Benefits

• Salary Range for This Position: $22.00- $25.00 per hour -- Depending on relevant experience, education, and other factors.