Alert Alarm Operations Coordinator (Kona)

Role Overview  

The Operations Coordinator plays a critical role in ensuring smooth daily operations by managing customer interactions, overseeing inventory, coordinating logistics, and maintaining accurate records. This position serves as the primary point of contact for customers, addressing inquiries, resolving issues, and supporting service requests. Additionally, the role involves facilitating procurement and distribution of parts, receiving and organizing shipments, and maintaining an efficient warehouse environment. The Operations Coordinator also provides essential support to technicians and internal teams, ensuring seamless communication and workflow. Strong organizational skills, attention to detail, and the ability to work independently while handling confidential information are essential for success in this role. The position also oversees fleet coordination, ensuring vehicle maintenance, compliance, and route efficiency using Geotab. 

Status Full-Time, Non-Exempt

Key Responsibilities:  

• Handle customer concerns professionally via phone, email, or mail, working toward satisfactory resolutions and maintaining service records. 
• Maintain accurate records of Maui warehouse parts, handling ordering and issuance for job requirements and services. Conduct monthly audits of technicians' vehicles and the warehouse inventory, rectifying any discrepancies identified. 
• Provide field technicians with necessary support and troubleshoot technical issues for customers, ensuring smooth service operations. Coordinate timely delivery by dropping off parts to technicians as required for smooth operational support. 
• Research and source special-order parts for repairing customer systems affected by discontinuations or takeover accounts. 
• Assist customers with account modifications, cancellations, or transfers, addressing their inquiries promptly and efficiently. Process customer payments, update account details, and address billing inquiries or concerns professionally. 
• Resolve service-related issues by understanding customer complaints, determining causes, and providing effective solutions. Create and manage service tickets for unresolved issues and maintain accurate customer records. 
• Highlight product value by aligning features with customer needs, encouraging product and service acceptance. 
• Review customer profiles, identify needs, and recommend appropriate services, ensuring customer satisfaction and retention. 
• Address and resolve customer complaints via phone, email, or mail, ensuring swift and effective solutions. 
• Review bidding opportunities aligning with company goals, assisting in the preparation and distribution of bid materials. Assist in preparing bid packages, sales materials, and related documents, ensuring accuracy and organization. 
• Support operations by coordinating various tasks and facilitating project-related activities as directed. 
• Point of contact for company correspondence, ensuring timely and professional responses to stakeholders. Maintain accurate records of all communication and actions taken, ensuring accountability and tracking progress. 
• Provide technical support by troubleshooting customer issues over the phone, creating service tickets for unresolved problems, and maintaining accurate client documentation. 
• Assist technicians by ensuring accurate documentation of client accounts and generating reports on customer interactions and service requests. 
• Coordinate service operations, including scheduling appointments and maintaining organized records of customer requests. 
• Oversee daily warehouse operations, including organization, inventory management, and part reconciliation. 
• Prepare and process shipments, including palletizing, dock delivery, and tracking arrival and departure times. 
• Inspect stock for damage, maintain records, and conduct monthly inventory audits to ensure accuracy. 
• Coordinate the fleet by ensuring all vehicles are properly maintained, inspected, and meet safety regulations, as well as using Geotab to track vehicles, improve routes, and enhance efficiency. 
• Other duties as assigned. 

Qualifications  

• High School Diploma or General Education Degree (GED) 
• Two (2) years in a customer service experience, prior data entry skills (type 30wpm), 10-key experience, and telephone work experience preferred 
• Knowledge of and a proficiency in Microsoft Office applications (Word, Excel, Access, Outlook) and internet. 
• Time management, planning and forward-thinking skills 
• Self-motivated and a professional attitude 
• Ability to make sound decisions, be very organized and detail oriented 
• Strong listening, written and verbal communications skills 
• Ability to multi-task, prioritize, and manage time effectively 

Work Requirements  

• This job requires sitting for extended periods of time in an air-conditioned facility. 
• This job involves using a computer for extended periods of time. 
• Daily use of headsets to communicate with customers.
• Answering calls, typing, and navigating computer systems will involve repetitive movements within a fast-paced and high expectation call center environment.
• The facility is a secure worksite. 

The Alert Alarm Benefit:

Compensation starts at $24/hour (DOE)

We offer a full benefits package, including health, dental, and eye insurance, STD and life Insurance, a 401k savings plan, paid time off benefits, training, opportunities for growth and development, and a team that cares about you. We even offer pet insurance!

We are a proud Equal Opportunity Employer

EEOC Statement  

Alert Alarm provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.