Service Coordinator

Job Description

Job Description

Position Summary:

This position will work with other Service and Installation Coordinators to schedule service calls and installation jobs in a fast-paced environment. This position handles appointment scheduling with clients, dispatching service technicians, monitoring service issues, responding to inquiries on the telephone, surveying incoming and outgoing service tickets to ensure single ticket dispatching and completion of service tickets within a timely manner.

Position Responsibilities: 

• Operate the Service Response Desk Monday-Friday during specified hours. 
• Schedule Service Installation jobs with clients. 
• Schedule Service Call & Fire System Test and Inspections appointments. 
• Manage incoming customer calls. 
• Dispatch and Track Service Technicians. 
• Ensure service tickets (SWO) and tracking logs are kept current. 
• Ensure that all SWO tickets are accounted for and routed for billing in a timely manner. 
• Manage information that identifies the status of incomplete SWO (i.e., if parts are on order, etc.) that is accessible to management. 
• Various projects and other miscellaneous duties as assignments.

Position Requirements:

• High school diploma or GED is required
• Experience in the security industry is preferred
• Must be proficient in Microsoft Office computer applications (i.e. Excel, Word)

Knowledge, Skills and Abilities Required: 

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. 
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Problem Solving – This position interacts with many company departments, thereby requiring an attitude that fosters a teamwork approach to problem-solving and builds long-term relationships internally with coworkers and externally with our clients
• Communication – Ability to clearly communicate verbally and in writing. 

Physical Requirements:

• Prolonged periods of sitting and working at a computer.
• Frequent use of hands and fingers for typing, writing, and operating office equipment.
• Ability to communicate effectively in person, by telephone, video conference, and email.
• Visual ability to read printed documents and computer screens.
• Ability to operate standard office equipment, including computers, printers, copiers, scanners, and postage/shipping equipment.
• Ability to maintain regular, reliable attendance and work during standard business hours, with occasional flexibility to support meetings or company events.

• Work is performed primarily in a professional office environment.

• The position involves frequent interaction with employees, customers, vendors, and visitors.