Benefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Company parties
• Dental insurance
• Employee discounts
• Free food & snacks
• Paid time off
• Training & development
• Vision insurance

Position Overview: The Service Coordinator is responsible for the direct management of our customer-facing Alarm Systems and Audio/Visual technicians, which includes Service Technicians. This role entails performance management, leadership, and successful resolution of customer-related issues. The Service Coordinator will ensure the team's effectiveness, maintain a high level of customer satisfaction, achieve business goals, and manage operational issues affecting service.
Key duties & Responsibilities:

• Lead, mentor, and motivate a team of technicians and support staff to achieve optimal performance and customer satisfaction.
• Activate Alarm and Fire System Radios, bring Alarm and Fire accounts online at our National Monitoring Center and Alarm.com.
• Send Service Tickets to technicians using DTools.
• Provide Service Tickets in a timely manner to the Billing Department so that they can collect payment from clients.
• Perform Security sales, client retention practices, and re-sign clients as needed.
• Set clear mission and strategies to improve the customer service experience.
• Resolve customer issues and ensure they are followed through to completion.
• Maintain a high standard of customer service by addressing technical questions and concerns from customers, ensuring prompt and effective resolution.
• Manage the overall performance of a team and Provide Leadership by fostering a safe working environment. Efficiently schedule service calls with customers over the phone, optimizing routes, and ensuring timely service appointments.
• Provide service rates for service calls to customers ensuring transparency and accuracy in pricing.
• Resolve service-related customer disputes and complaints to ensure high customer satisfaction.
• Develop service procedures, policies, and standards in alignment with industry best practices.
• Control resources and assets to meet qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.
• Stay up to date with industry developments and apply best practices to drive improvements at the company.
• Keep accurate records and document customer service actions and discussions.
• Attend meetings with other departments.
• Other duties as assigned by management.

Qualifications:

• Proven experience as a Service Manager or in a similar leadership role within the Security Industry
• Excellent leadership and team management skills.
• Strong problem-solving and conflict resolution abilities.
• Exceptional customer service and communication skills.
• Proficient in analyzing data and generating reports.
• Knowledge of service industry standards and best practices.

Work Environment:

• In the office: The office is generally clean, orderly, properly lit, and ventilated. Noise levels are considered low to moderate.
• The employee may occasionally lift up to 25 pounds.
The employee must be able to hear, speak, and write clearly to communicate with employees and customers.Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
Vision insuranceSchedule:

• 8 hour shift
• Holidays
• Monday to Friday
• On call: As an Alarm Agent to provide clients with After Hours Alarm Support
• Overtime
Weekends as neededSupplemental pay types:

• Bonus opportunities
• Sales commissions