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ALERT 360 · 2 days ago

Service Coordinator

Greenville, TX

Full-time

Onsite

Entry Level

$17/hr - $18/hr

2+ years exp

Alert 360 is a company focused on providing security solutions, and they are seeking a Service Coordinator to assist with customer service and technician scheduling. The role involves problem-solving customer issues, coordinating service calls, and ensuring customer satisfaction.

CommercialEnergy EfficiencyEnergy ManagementLocation Based ServicesProfessional ServicesSecurityService IndustrySmart HomeVideo

Responsibilities

Answer incoming customer phone calls and take appropriate action for each call

Answer incoming internal employee calls for job scheduling using our automated scheduling system

Maintain customer satisfaction ratings based on explicit criteria set forth by the company

Use company policies to determine if there can be an immediate resolution to a customer issue or escalate too manager

Input data into the company computer platform to keep each customer record updated

Coordinate with the service and installation management

Assists Regional Service Manager with various tasks to include handling escalated customer inquiries, service projects, high priority ticket issues, and Alarm.com account adjustments

Coordinates and schedules service calls and/or appointments while handling customer, technician, and sales representative issues

Assures customers are handled in a timely and professional manner and overall customer satisfaction goals are achieved and exceeded

Provides support with of incoming/outgoing phone calls made by customers for service appointments

Schedules and coordinates service calls and service of Legacy or Existing Account renewals, moves, saves, and resigns

Supports sales team in the design and in developing a scope of work intended to meet the customer’s requirements and/or solve their problem

Ensures installation and service quality standards

Provides local branch technical support to customers per the Avoidable Truck Roll service initiative

Manages the sales and service handoff process to ensure a smooth transition from the sales team to installation and from the installation team to the service department

Aides Service Manager in overseeing of fleet vehicles including their routine maintenance and repairs to ensure the longevity of the company fleet

Manages installation and service technicians’ efficiency by comparing time worked, hours billed, production accomplished and payroll

Continually monitors costs through regular review of overtime, supply costs and 'office time'

Provides technical training and certification programs when needed to staff and/or technicians

Creates hot lists to prevent customers from cancelling services; provides customers with discount on their home owner’s insurance through insurance certificate from alarm services

You may be assigned additional responsibilities and duties by the supervisor