ABOUT FIRST ALARM:

First Alarm has been protecting lives and property for more than 45 years. From a modest beginning in Santa Cruz County, First Alarm has become one of Northern California's premier commercial and residential security & fire system providers. Through growth, experience, and acquisition, First Alarm has become a name widely recognized for quality, safety and dependability. Our corporate office is located in Aptos, California, with satellite facilities in San Jose, Monterey, Rohnert Park, and Richmond. Today, First Alarm fields a team of more than 160 security professionals who install, maintain and monitor intrusion, fire, access control and video systems in homes, businesses, school districts, governmental facilities, and industrial complexes throughout Northern California.

SUMMARY:

We are seeking someone with a positive attitude who is accountable, organized, enthusiastic, detailed oriented, and who possesses excellent oral and written communication skills. The Coordinator is responsible for managing schedules, overseeing daily technician interactions with customers, handling complaints, answering client questions, and reporting all to the Branch Manager.

KEY ACCOUNTABILITIES:

·Effectively utilize manpower resources to ensure the timely completion of requests to provide customer satisfaction as well as maximize branch service revenue

·Oversee and track all ongoing calls to confirm proper troubleshooting to achieve efficient resolution of problems

·Investigate and resolve customer issues in conjunction with branch support staff to ensure prompt resolution

·Maintain troublesome accounts in branch task management software and oversee weekly account meetings to verify resolution of service issues

·Accurate completion of all company documentation ensuring employees adhere to company standards when completing paperwork and communicating with customers

·Assist technicians in troubleshooting communicators when necessary.

·Possess working knowledge of remote access software for major intrusion system sold and installed by branch.

·Prepare quotes for service department repairs and communicate quotes to customers

·Work closely with sales branch personnel to identify customers whose systems require upgrades and/or additional functions

JOB TASKS:

·Schedule and coordinate calls

·Coordinate daily schedules of technicians

·Dispatch service or inspection technicians, as needed

·Investigate and resolve monitoring center service inquiries to ensure resolution

·Answer, screen, and transfer inbound phone calls

·Assist customers with any troubleshooting, as needed

·Update customer accounts as information is received

·Provide administrative support such as ordering equipment, inventory management, technician paperwork management, data entry, etc.

·Achieve and maintain a positive rapport with clients and update them on their job status within specific time frames

·Order parts and create purchase orders, as needed

·Act as liaison between clients and company

·Answer client’s questions and resolve any issues, as needed

·Address and resolve any issues with accounts

·Report problems and any unresolved issues to Branch Manager

·General clerical duties including photocopying, filing, scanning, faxing, mailing, and emailing

·Maintain electronic and hard copy filing system

·Handle requests for information and data in an expeditious manner

·Prepare written responses to routine inquiries

·Data entry

·Perform additional duties, as require

REQUIREMENTS:

High School Diploma or GED (required)

Must have excellent written/verbal (telephone) communication and organizational skills

Strong customer service skills

Detail-oriented/multi-tasker

Must be able to maintain calm, professional demeanor while working in a fast-paced office environment or speaking with difficult callers

Good listening skills and the ability to ask probing questions

Punctual and reliable

Good computer skills

Candidates must be able to pass a stringent background check, inclusive of drug testing.

WHAT FIRST ALARM OFFERS:

• Competitive compensation
• Ongoing training
• Company provided vehicle and gas card
• Advancement opportunities with a stable, profitable company
• (5) Bay Area offices: Rohnert Park, Richmond, San Jose, Santa Cruz/Aptos & Monterey
• Vacation, holiday, and sick pay, per employee handbook
• Medical, dental and vision coverage, including voluntary supplemental insurance
• 401K & ESOP (Employee Stock Ownership Program)

Job Type: Full-time

Pay: $24.00 - $28.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person