Customer Experience Coordinator

Job Description

Job Description

Where Great Service Meets Great Careers.

For more than 55 years, Alarm Detection Systems, Inc. (ADS) has helped businesses and homeowners protect what matters most through industry-leading security, fire alarm, video surveillance, and access control solutions.

We're looking for a  Customer Experience Coordinator who enjoys helping people, solving problems, and creating exceptional customer experiences. In this role, you'll be the first point of contact for our customers, coordinating service appointments, supporting field technicians, and helping ensure every interaction reflects the high level of service ADS is known for.

If you thrive in a fast-paced environment, enjoy staying organized, and take pride in helping others, we'd love to have you on our team.

Why Join ADS?

At ADS, our culture is built on five core values:

• Customer First – We put our customers at the center of everything we do.
• Do Whatever You Say and Whatever It Takes – We honor our commitments and follow through.
• Embrace Change and Pursue Growth – We continuously learn, improve, and adapt.
• Be a Team Player – We work together to achieve shared success.
• Care About People – We value relationships and genuinely care about our customers, coworkers, and communities.

We believe our people are our greatest asset. That's why we invest in training, professional development, and career advancement opportunities while fostering a supportive and collaborative work environment. Apply today and become part of a team that's been delivering exceptional customer service for more than 55 years!

How You'll Make an Impact

• Serve as the primary point of contact for customer calls, emails, and service requests.
• Schedule service appointments, inspections, installations, and technician visits.
• Coordinate technician schedules to ensure efficient and timely service.
• Support field technicians by providing customer information, account details, and operational assistance.
• Prepare customer quotes for services, repairs, and installations.
• Process service tickets, billing transactions, and maintain accurate customer records.
• Coordinate communication between customers, technicians, subcontractors, and internal departments.
• Resolve customer concerns with professionalism, empathy, and a solutions-focused approach.
• Maintain accurate documentation using company software and systems.
• Partner with Operations, Service, Installation, Sales, and other departments to deliver an exceptional customer experience.
• Continue developing your product knowledge and operational expertise while contributing to a positive, team-oriented environment.

 

What Makes You a Great Fit

• You enjoy helping people and delivering exceptional customer service.
• Highly organized and able to manage multiple priorities in a fast-paced environment.
• Communicate professionally and confidently with customers and coworkers.
• Remain calm under pressure and enjoy solving problems.
• Dependable, adaptable, and enjoy working as part of a team.
• Are comfortable learning new technology and software.

 

Background & Experience

• High school diploma or equivalent.
• 1-2 years of customer service, scheduling, dispatch, administrative, or call center experience.
• Experience in the security, alarm, service, construction, HVAC, or dispatch industries is preferred.
• Bilingual (English/Spanish) skills are a plus.

Benefits & Perks

• Paid Time Off (PTO)
• Paid Holidays
• Medical, Dental, and Vision Insurance
• Life Insurance
• Employer-Paid Short-Term Disability
• 401(k) with Employer Match
• Tuition Reimbursement
• Professional Development and Training Opportunities
• Paid Parental Leave
• Employee Assistance Program (EAP)
• Employee, Friends, and Family Discounts
• Company-Sponsored Events and Team Activities

Ready to Grow With Us?

If you're looking for an opportunity to make a difference for customers, support a great team, and build your career with a company that values its people, we'd love to hear from you.

Compensation

Starting pay is based on experience, qualifications, and overall fit for the role at $20.00-$22.00 per hour

Work Environment

This position is primarily office-based and involves frequent communication with customers and internal teams by phone, email, and computer. The role requires prolonged periods of sitting and computer use while managing multiple priorities throughout the day.

Equal Opportunity Employer

Alarm Detection Systems is proud to be an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

#ADS25