Security Alarm Service Coordinator

Job Purpose

The Service Coordinator serves as the primary point of contact between customers and their security systems, supporting client needs and ensuring timely resolution of service issues. This role requires troubleshooting alarm systems, answering questions about products and services, and coordinating technician visits when necessary. The Service Coordinator embodies a customer-first approach, providing professional, “white glove” service while collaborating with internal teams to maintain customer satisfaction and system reliability.

Duties and Responsibilities

• Serves as the main point of contact for customers via the phone and/ or email regarding their alarm systems and related services.
• Troubleshoots customer issues with alarm systems, sensors, batteries, and other security equipment.
• Places customer security systems on “no action” when testing the systems so Central Station will know work is being done at the job site to avoid dispatch calling the police or fire department.
• Resolves service issues such as beeping, arming/disarming the security systems from keypad, when possible, without dispatching a technician to reduce customer inconvenience.
• Schedules technicians for service calls when on-site support is required, coordinating availability efficiently.
• Programming in Dealer Admin, adding or changing user/master codes, performing system tests, sensor resets and adding/removing zones per customers’ requests. 
• Provides accurate information about alarm products, service agreements, inspections, and system upgrades.
• Transfers customer inquiries related to system upgrades or new installations to the appropriate Customer Service team members.
• Collaborate with service technicians and internal teams to ensure timely and accurate resolution of service issues.
• Interacts with inventory team to ensure that technicians have parts needed for service calls.
• Maintains professional and courteous communication with customers, delivering “white glove” service in all interactions.
• Document customer interactions, service calls, and issues resolutions in company systems for tracking and reporting purposes.

Qualifications

• Excellent customer service and telephone skills
• Multi-tasking, in dynamic and fast-paced environment
• Affective verbal and written communication skills
• Strong computer skills, with experience in MS Teams, MS Office Suite
• Proficiency in Sedona, WeSuite, DocuSign, Rapid Response or similar platforms.
• Adaptability and reliability
• Ability to exercise independent judgment, problem-solving techniques and show empathy
• Open, cooperative, and positive team-oriented attitude
• Education:
• • • High School Diploma or Equivalent  
• Years of Experience:
• • • 1-5 years’ experience in customer service (alarm industry is a plus)

Working Conditions/ Physical Requirements

• Standard office environment with moderate noise levels.
• Prolonged sitting and extended use of a computer/monitor.
• Vision requirements include close vision, distance vision, color vision, and the ability to adjust focus.

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