Audio Visual Service Coordinator

WHO WE ARE

Through our offering of furniture, walls, and audio-visual solutions, Continua Interiors is on a mission to transform the way people work, learn and heal across the Midwest. Continua places great importance on fostering a supportive work environment that values culture, community, and connection with both team members and clients. We are not just a company but a movement reshaping the dealer landscape across the Midwest.

OUR CORE VALUES

Strive To Be Great | Do Hard Things | Stronger Together | Own It

ACCOUNTABILITIES:

• Maintain AV Service Schedule Nationwide
• RMA Processing
• Point of contact for AV Service
• Exceptional Customer Service

WHAT YOU'LL BE DOING:

• Respond to customer and internal submitted service tickets.
• Regularly update and inform customers on their service ticket.
• Schedule service calls nationwide.
• Remote diagnosis client systems and provide solutions that do not require a physical visit from a technician.
• Schedule preventative maintenances for SLA customers.
• Provide required equipment for Technicians to complete service calls.
• Process billing of service rendered.
• Close out service tickets.
• Maintain and organize customer information and inventory database of space/equipment on loan.
• Respond to customer requests in a timely and efficient manner.
• Other assigned duties by Manager.
• Prepare customer service quotes for requested repairs, service work, and small projects.
• Coordinate and deploy subcontractor resources to support service calls.
• Prepare and deliver monthly service reports to management, summarizing key metrics, trends, and open items.

WHAT YOU SHOULD HAVE:

• 3-5 years of customer service experience.
• Understanding of commercial AV service workflows and terminology in order to effectively support scheduling, quoting, and customer communication.
• Working knowledge of commercial service operations, including service ticket intake, scheduling/dispatch, work order management, technician coordination, and customer communication.
• Excellent verbal and written communication skills.
• Service-oriented mentality with the ability to resolve customer issues efficiently and effectively.
• Polite and cordial interactions with all customers.
• Excellent interpersonal skills and ability to work in a team environment.
• Strong work ethic; punctuality and self-motivation.
• Professional appearance and demeanor.
• Demonstrated commitment to providing the highest level of customer service and satisfaction.
• Critical thinking skills.
• Adaptability in a fast-paced environment; ability to step in to support scheduling, customer communication, documentation, and coordination tasks as needed.
• Physical Requirements: While performing the duties of this Job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop. The employee may occasionally lift and /or move up to 50 pounds. This position may require travel between offices, jobsites, and/or client locations, which may involve extended periods of sitting or standing, lifting light luggage, and adapting to different time zones.

WHAT WE BRING TO THE TABLE:

• A State-of-the-Art Facility with incredible technology throughout and a multitude of workspaces at your disposal
• Use the EOS (Entrepreneurial Operating System) methodology to provide tools to help individuals and teams achieve goals, growth, and improvement.
• Quarterly All Company Meetings
• Community Service opportunities
• Company social hours
• Ability to use your talents and strengths to make a positive impact

COMPENSATION AND BENEFITS:

The hiring compensation range for this position is an hourly rate of $22.00-$27.00/hour. Actual compensation will be determined based on various factors, including, but not limited to, the candidate's experience, skills, qualifications, and location, as well as internal equity and market considerations.

Benefits available in this position include:

• Medical, Dental, and Vision insurance
• Company paid Short Term and Long Term Disability insurance
• Critical Illness and Accident Insurance
• HSA, DCA and FSA options available
• Paid time off and holidays
• Paid Parental Leave
• 401k Match (50% of every 1% up to 4%)

DISCLOSURES:

Notice: The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their manager.

Notice: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

Continua is a drug-free workplace.

Continua is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, sexual orientation, veteran status, or marital status.