Alert Alarm Hawaii · 1 month ago
*Service Coordinator – Tier I (onsite)
Honolulu, HI
Full-time
Onsite
Mid Level
$20/hr - $20/hr
3+ years expAlert Alarm Hawaii is a company focused on providing high-quality customer interactions. The Service Coordinator - Tier I is responsible for handling service requests, troubleshooting technical issues, and dispatching field technicians to ensure customer satisfaction and operational efficiency.
Consumer ElectronicsHardwareSecurity
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
Qualification
Required
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
Preferred
Experience in customer service, technical support, or service coordination preferred
Benefits
Health, dental, and eye insurance
STD and life Insurance
A 401k savings plan
Paid time off benefits
Training
Opportunities for growth and development
A team that cares about you
Pet insurance
Company
Alert Alarm Hawaii
Alert Alarm Hawaii is a consumer electronics company offering residential and commercial security solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Paul Sibley
CFO
Company data provided by crunchbase