What are the responsibilities and job description for the Service Coordinator position at Redford Lock Security Solutions?
Job Title: Service Coordinator
Location: Novi, Michigan
Company: Redford Lock Security Solutions
Schedule: Monday through Friday, 8:30 AM – 5:00 PM
About Us
Redford Lock Security Solutions is a trusted commercial locksmith and security integration company serving Southeast Michigan. We pride ourselves on our core values of teamwork, communication, and commitment, and we work hard to deliver high-quality security solutions while building a professional, supportive workplace for our team.
Overview
We are seeking an organized, customer-focused Service Coordinator to serve as the central point of contact between our customers, field technicians, and shop staff. This role is critical to keeping our daily operations running smoothly. The ideal candidate is calm under pressure, a strong communicator, and able to manage multiple priorities without losing track of details.
Key Responsibilities
• Answer incoming phone calls and respond to customer inquiries professionally and promptly.
• Monitor and respond to customer service email inboxes throughout the day.
• Schedule and dispatch field technicians for service calls based on location, skill set, and priority.
• Communicate schedule changes, job details, and customer requirements clearly to field technicians.
• Relay customer orders and work requests to shop staff and follow up to ensure timely completion.
• Maintain accurate records of service calls, customer information, and technician activity in our service management software.
• Provide general administrative support including data entry, filing, and correspondence.
• Coordinate with the office manager and ownership on day-to-day operational needs.
• Assist with other duties as assigned to support the team.
Qualifications
• High school diploma or equivalent; additional administrative or customer service training is a plus.
• Two or more years of experience in dispatching, scheduling, customer service, or office coordination (experience in a service-based trade preferred).
• Strong phone and email communication skills with a friendly, professional demeanor.
• Excellent organizational and time-management skills with strong attention to detail.
• Comfortable using scheduling software, Microsoft Office, and email systems; experience with Service Fusion or similar field service management software is a plus.
• Ability to multitask, prioritize, and stay composed during busy periods.
• Reliable, dependable, and able to follow through on commitments.
• Ability to pass a background check.
Why Join Us?
• Stable, full-time position with a well-established commercial security company.
• Supportive team environment focused on growth and professional development.
• Comprehensive benefits package including health, dental, vision, life insurance, paid time off, holidays, and 401(k).
• Opportunity to play a key role in the daily success of our team and our customers.
Compensation
Salary commensurate with experience.
Teamwork in Action • Commitment to Quality • Communication that Connects
Redford Lock Security Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected under applicable law.
Redford Lock Security Solutions is a commercial locksmith and security integration company headquartered in Novi, Michigan. The Redford name has served Michigan businesses and institutions since 1973, with roots going back to 1964.
We work with hospitals, schools, government facilities, and financial institutions across the state. Our team handles doors and frames, commercial door hardware, high-security master key systems, access control, video surveillance, and life safety compliance, including fire door inspections and ADA requirements.
Our clients trust us with the security of their buildings and the people inside them, so we take the work seriously and we do it right. We invest in training and certification, and we value people who take pride in their craft, communicate honestly, and want to keep learning. If you’re looking for skilled, steady work with a team that has deep experience and a long history in this trade, we’d like to hear from you.