Service Coordinator – Tier I (onsite)

Role Overview

The Service Coordinator - Tier I is responsible for ensuring high-quality customer interactions by handling service requests, troubleshooting technical issues and dispatching field technicians. This role requires strong communication, problem-solving and administrative skills to maintain customer satisfaction and operational efficiency.

Status: Full-Time, Non-exempt

Key Responsibilities:

• Assist customers in troubleshooting technical issues over the phone and remotely program intrusion systems.
• Investigate and resolve service problems by identifying root causes, ensuring complete resolution and following up with customers.
• Schedule and dispatch field technicians for service requests, emergency service, and routine inspections.
• Support field technicians remotely by completing administrative and technical tasks, ensuring accurate and thorough documentation of service tickets.
• Enter and track service work orders, verify completion of technician tasks and update customer accounts accordingly.
• Handle customer complaints with professionalism and empathy, working toward satisfactory resolutions.
• Process customer requests for sales, renewals, re-signs, upgrades and reactivations via phone and email.
• Negotiate service call costs to align with budgetary constraints and maintain cost efficiency.
• Collaborate with internal teams, field technicians and dispatch to ensure 24/7 system functionality and timely issue resolution.
• Identify and escalate recurring service issues to appropriate departments for resolution and process improvement.
• Maintain accurate customer records and ensure quality control through detailed documentation and follow-up actions.
• Participate in team meetings and training sessions to enhance skills and knowledge.
• Other duties as assigned.

Qualifications & Skills:

• High school diploma or equivalent
• 3 years previous successful experience in a customer service role, interacting with customers via telephone and email preferred.
• Strong problem-solving and troubleshooting skills, both technical and administrative.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Experience in customer service, technical support, or service coordination preferred.
• Proficiency in using database systems to maintain and track customer and service records.
• Ability to work collaboratively with various teams to ensure efficient service delivery and customer satisfaction.

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 $20/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.