Service Coordinator

Client Experience Coordinator

The Client Service Coordinator will support the mission and vision at Sage by providing outstanding customer service and support to Sage's clients. This individual will ensure the smooth coordination of services between clients, field teams, and subcontractors. They will act as the main point of contact, handling inquiries, resolving issues, and ensuring client satisfaction through effective communication and problem-solving. The ideal candidate is organized, detail-oriented, and has a strong ability to manage multiple priorities in a fast-paced environment.

Major Duties & Responsibilities:

• Work in tandem with our Service Manager as the primary contact for clients, managing communications related to service requests, issues, and inquiries
• Handle incoming service calls, ensuring that we're building positive client relationships by going above and beyond client expectations and that all questions, cancellations, and confirmations are handled appropriately
• Monitor service performance and ensure contractual obligations are met, including response times, service quality, and compliance with client requirements
• Coordinate and schedule security services, including dispatching field teams, subcontractors and ensuring timely execution of client requests
• Maintaining the department calendar, avoiding scheduling conflicts and keeping everyone organized
• Assist in handling client escalations and help to resolve service issues in a timely manner, working closely with the operations team to ensure effective resolutions
• Maintain accurate client records, service reports, and communication logs in the company's customer relationship management (CRM) system
• Prepare and provide regular service reports, updates, and performance metrics to clients and management
• Assist in the onboarding process for new clients, ensuring a smooth transition and clear communication of service expectations
• Collaborate with sales and operations teams to ensure the delivery of high-quality services that meet client needs
• Proactively identify areas for process improvements and client satisfaction enhancements
• Stay updated on industry trends and regulations in the security industry to ensure services are compliant with legal requirements

Working Conditions:

• Full-time position, Monday through Friday. Occasional evenings or weekends may be required based on client needs
• Hybrid or on-site work arrangement depending on the company's policies
• Some travel required in this role for company events and conferences, approximately twice per calendar year

Qualifications:

• High school diploma or equivalent required; associate or bachelor's degree preferred
• Previous experience in client services, customer support, or a similar role, preferably in the security or related service industry
• Proficiency in Microsoft Suite (Word, Excel, PowerPoint) and other relevant software's
• Strong organizational and multitasking skills, with the ability to prioritize and manage multiple client requests simultaneously
• Excellent verbal and written communication skills, with the ability to interact professionally with clients at all levels

The Benefits:

• Competitive pay
• Paid vacations & holidays
• Health benefits
• Life insurance
• 401(k) plan with employer match

Sage Integration Holdings LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.