Position Overview: The Service Coordinator is responsible for the direct management of our customer-facing Alarm Systems and Audio/Visual technicians, which includes Service Technicians. This role entails performance management, leadership, and successful resolution of customer-related issues. The Service Coordinator will ensure the team's effectiveness, maintain a high level of customer satisfaction, achieve business goals, and manage operational issues affecting service.
Key duties & Responsibilities:
- Lead, mentor, and motivate a team of technicians and support staff to achieve optimal performance and customer satisfaction.
- Activate Alarm and Fire System Radios, bring Alarm and Fire accounts online at our National Monitoring Center and Alarm.com.
- Send Service Tickets to technicians using DTools.
- Provide Service Tickets in a timely manner to the Billing Department so that they can collect payment from clients.
- Perform Security sales, client retention practices, and re-sign clients as needed.
- Set clear mission and strategies to improve the customer service experience.
- Resolve customer issues and ensure they are followed through to completion.
- Maintain a high standard of customer service by addressing technical questions and concerns from customers, ensuring prompt and effective resolution.
- Manage the overall performance of a team and Provide Leadership by fostering a safe working environment. Efficiently schedule service calls with customers over the phone, optimizing routes, and ensuring timely service appointments.
- Provide service rates for service calls to customers ensuring transparency and accuracy in pricing.
- Resolve service-related customer disputes and complaints to ensure high customer satisfaction.
- Develop service procedures, policies, and standards in alignment with industry best practices.
- Control resources and assets to meet qualitative and quantitative targets.
- Maintain an orderly workflow according to priorities.
- Stay up to date with industry developments and apply best practices to drive improvements at the company.
- Keep accurate records and document customer service actions and discussions.
- Attend meetings with other departments.
- Other duties as assigned by management.
Qualifications:
- Proven experience as a Service Manager or in a similar leadership role within the Security Industry
- Excellent leadership and team management skills.
- Strong problem-solving and conflict resolution abilities.
- Exceptional customer service and communication skills.
- Proficient in analyzing data and generating reports.
- Knowledge of service industry standards and best practices.
Work Environment:
In the office: The office is generally clean, orderly, properly lit, and ventilated. Noise levels are considered low to moderate.
- The employee may occasionally lift up to 25 pounds.
- The employee must be able to hear, speak, and write clearly to communicate with employees and customers.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
- On call: As an Alarm Agent to provide clients with After Hours Alarm Support
- Overtime
- Weekends as needed
Salary Range: $25 to $30 an hour
Supplemental pay types:
- Bonus opportunities
- Sales commissions
We specialize in full-featured integrated systems, home theater, distributed audio/video, security systems, and structured wiring. We feature products from Control4, Crestron, & Savant. Our scalable designs are the solution for today’s electronic lifestyle.
Our designers, technicians, and project managers will provide creative designs and integration to suit your desert lifestyle. At Alliance Integration we understand the unique care and attention needed to make your home smart.
Salary :
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