Service Coordinator - Fire & Security

Job Description

Job Description

As a result of our phenomenal growth, MSS Fire and Security, LLC has an opening for a Service Coordinator - Fire & Security in our Charlotte, NC office . If you are an experienced professional who is looking to grow your career and contribute fresh and innovative ideas to serve our customers, this is an opportunity you should explore!

A career at MSS is not just a job -- it's collaborating with the business's best talent. It's having a part in building a better future. It's making a difference in people's lives.

The success of MSS is a direct reflection of our team's dedication, passion, and hard work. Since 1996, MSS has taken pride in retaining some of the best talents in the industry by promoting a culture of respect, collaboration, and empowerment.

Role and Responsibilities

• Customer Service. This includes managing all inbound phone calls for customer service, complaints, invoice clarifications, updates, etc.
• Serve as the service operations lead to ensure effective utilization of service management software (Key2Act Signature Service, Vista, and others) along with associated field devices.
• Responsible for receiving, creating, and dispatching calls for service.
• Responsible for the accurate setup of new customers, service sites, equipment, service calls, vendors, subcontractors, and daily schedule.
• Must attend contract turnover meetings to gather all information for accurate contract setup and ensure that field staff receive all pertinent details to execute.
• Responsible for pre-planning and scheduling all contract service work and projects with the goal of having two weeks tentatively planned. This includes coordinating the schedule and access requirements with the customer.
• Maintain an open line of communication between technicians, team leaders, and service managers.
• Manage open calls, review costs, review resolutions, statuses for completion, and prepare calls for billing daily.
• Ensure timely and accurate completion of paperwork by technicians.
• Review technician time sheet for costing and payroll purposes in assigned area and provide to Service Managers for approval.
• Work with customers and/or Sales to obtain customer POs.
• Issue POs to technicians for third-party material.
• Maintain customer 3rd party websites per customer’s requirements.
• Place parts/material orders and returns as required.
• Provide regular reporting to Service Managers as requested.
• Support the Service Managers and technicians.
• Other such duties and responsibilities as assigned by the company from time to time.

Qualifications and Requirements

• Demonstrated proficiency in MS Office (Excel, Word, PowerPoint), SharePoint, and basic Windows environment.
• Knowledge of basic accounting and business principles.
• Ability to lead and work with diverse teams.
• Excellent written and verbal communication skills.
• Ability to positively represent the company and communicate with others at varying technical levels.
• Ability to learn and become proficient with Service Management software and financial accounting systems within the timeframe of training period.
• Strong organizational skills.
• Ability to work as a member of the Customer Service Center Team.
• Must have excellent attention to detail and a high sense of urgency.
• Understanding of general service and/or construction industry.

• Knowledge of HVAC Service, Fire & Security Service, and Controls Service preferred
• Knowledge of Viewpoint Vista/WennSoft/Key2Act, a plus.
• Associates degree in business administration, accounting, or another related field a plus.
• Physical Demands: Constant sitting, walking short distances, bending, stooping, twisting, reaching above and/or below shoulder, handling/grasping documents or office equipment, clear speaking and adequate hearing sufficient to communicate effectively and respond appropriately in-person and/or on the telephone, vision sufficient to read source materials and computer screen data, repetitive motions for computer equipment use, lift 25 lbs. occasionally, 5-10 lbs frequently to lift/carry/move objects, files and documents.
• Must successfully pass a background check & drug test

Work Environment: Work is performed in an open office environment with conditioned air and bright lights.

Benefit Highlights

At MSS, we value our employees by providing a supportive culture with competitive compensation and a benefits package that continues to evolve based on our business's growth and our employees' needs. Currently, our benefits include:

• Medical/Dental/Vision Insurance
• 401k with Employer Contributions
• PTO
• Paid Holidays
• Employee Assistance Program
• Long-term Disability
• Short-term Disability
• Flexible Spending Plan
• Health Savings Plan

Additional Notes

• If you are unable to apply electronically and require an accommodation, please contact View email address on us.fitly.work
• MSS Solutions, LLC is an equal opportunity employer and a drug-free environment.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

MSS Employees, please visit the MSS Career Center or contact HR to apply.