Service Coordinator

Description

We are in need of two Service Coordinators in our Oakwood Village office (Cleveland). We are looking at Temp to Hire for these roles. Job Purpose The Service Coordinator serves as the primary point of contact between customers and their security systems, supporting client needs and ensuring timely resolution of service issues. This role requires troubleshooting alarm systems, answering questions about products and services, and coordinating technician visits when necessary. The Service Coordinator embodies a customer-first approach, providing professional, “white glove” service while collaborating with internal teams to maintain customer satisfaction and system reliability. Duties and Responsibilities • Serves as the main point of contact for customers via the phone and/ or email regarding their alarm systems and related services. • Troubleshoots customer issues with alarm systems, sensors, batteries, and other security equipment. • Places customer security systems on “no action” when testing the systems so Central Station will know work is being done at the job site to avoid dispatch calling the police or fire department. • Resolves service issues such as beeping, arming/disarming the security systems from keypad, when possible, without dispatching a technician to reduce customer inconvenience. • Schedules technicians for service calls when on-site support is required, coordinating availability efficiently. • Programming in Dealer Admin, adding or changing user/master codes, performing system tests, sensor resets and adding/removing zones per customers’ requests. • Provides accurate information about alarm products, service agreements, inspections, and system upgrades. • Transfers customer inquiries related to system upgrades or new installations to the appropriate Customer Service team members. • Collaborate with service technicians and internal teams to ensure timely and accurate resolution of service issues. • Interacts with inventory team to ensure that technicians have parts needed for service calls. • Maintains professional and courteous communication with customers, delivering “white glove” service in all interactions. • Document customer interactions, service calls, and issues resolutions in company systems for tracking and reporting purposes. Key Responsibilities • Manage inbound calls from existing customers regarding alarm/security system issues o Examples: sensors triggering incorrectly, panel alerts, system malfunctions • Perform first-level troubleshooting using internal guides and templates • Walk customers through systems such as: o Honeywell, DMP, Alarm.com, Resideo • Maintain professionalism with high-stress or urgent customer situations • Schedule service appointments when issues cannot be resolved remotely • Manage ticket queue (~200 open tickets at times) and coordinate follow-ups • Utilize downtime to work through backlog and organize service scheduling Environment • Fast-paced, multi-tasking dispatch environment • Handling multiple calls/issues simultaneously • Supporting high-end residential and commercial clients • Fully onsite, collaborative team setting ________________________________________ Training • Side-by-side shadowing and call listening • Guided troubleshooting support • Supplemented by training videos and modules • Ongoing access to internal “cheat sheets” and templates

Skills

Customer service, Customer service oriented, Phone support, Computer skills, ms office suite, Organizational and leadership skills, multitasking, communication & people skills

Top Skills Details

Customer service,Customer service oriented,Phone support,Computer skills,ms office suite

Additional Skills & Qualifications

Qualifications • Excellent customer service and telephone skills • Multi-tasking, in dynamic and fast-paced environment • Affective verbal and written communication skills • Strong computer skills, with experience in MS Teams, MS Office Suite • Proficiency in Sedona, WeSuite, DocuSign, Rapid Response or similar platforms. • Adaptability and reliability • Ability to exercise independent judgment, problem-solving techniques and show empathy • Open, cooperative, and positive team-oriented attitude • Education:  High School Diploma or Equivalent • Years of Experience:  1-5 years’ experience in customer service (alarm industry is a plus) Ideal Candidate • Background in: o Dispatching, call center, or technical customer support (preferred) o Cable/internet troubleshooting or similar experience is a strong plus • Ability to stay calm, friendly, and solution-oriented under pressure • Comfortable following structured troubleshooting processes • Strong communication and multitasking skills Not a fit: backgrounds without relevant customer support/troubleshooting exposure (e.g., insurance, banking, home health) ________________________________________

Experience Level

Entry Level

This is a Contract to Hire position based out of Bedford, OH.

The pay range for this position is $35.00 - $38.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Bedford,OH.

This position is anticipated to close on Jul 3, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.