Customer Service Coordinator

Advanced Security Systems is a nationally recognized, award-winning, regional alarm company serving Northwestern California and Southwestern Oregon, locally owned and operated for over 50 years.

Our company's leaders and staff work to ensure that our clients and co-workers are 'Delivering Peace of Mind' through every action and interaction. Our service values and steps of service ensure consistent, fair, and helpful solutions for our clients.

Our Credo:
At Advanced Security Systems, our people are the most important resource in our service commitment to our communities. It takes Professionals to deliver peace of mind to our clietns and we strive to offer and be only the best. Our pledge is to nurture a culture of honesty, respect, integrity, learning, and service in all that we do.

Find out more about us at: advancedsecurity.us

Customer Service & Installation Coordinator - Santa Rosa Branch Office

Job Description: The Customer Service Coordinator is a first point of contact for our clients, and is responsible for greeting, welcoming, and directing our clients to the best person in our organization to serve their needs, whether in person, by email, chat, or on the telephone, and also notifies company personnel of visitor arrivals.

Scope: This position reports to the Branch General Manager and is a full time, benefitted position. The schedule is Monday through Friday, 7:30 am – 4:30 pm. This is an hourly, non-exempt position.

Job Requirements: This person must have excellent interpersonal and communication skills and be dedicated to problem solving. The Customer Service Coordinator is the first person on the phones, and it is expected that they answer incoming calls promptly on the first ring.

Knowledge, Skills and Abilities:

• Practice Active Listening
• Business telephone systems operations
• Professional written and oral communications
• Maintain professional appearance and demeanor
• Excellent organization skills
• Ability to defuse upset customers
• Email, Scheduling, Spreadsheets, and other common computer skills
• Time management skills
• Ability to change focus quickly
• Experience with office equipment
• Committed to delivering peace of mind
• Genuine concern for clients

Job Duties & Responsibilities:

• Welcomes visitors by greeting them in person, on the telephone, or by email; answering or referring inquiries according to each situation.
• Promptly responds to incoming service requests by phone and email.
• Creates, schedules, tracks, and processes work orders for service requests.
• Daily check-in with Field Service Manager to review prior day’s work orders and current day’s schedule.
• Provides phone and walk-in customers with basic alarm system operational support.
• Conducts daily review of Service and Testing work order queues to ensure all items are scheduled and resolved in a timely manner.
• Assists Field Service Manager in preparing weekly Service & Inspection queues for management review.
• Supports alarm technicians by responding to their requests for information in a timely and accurate manner.
• Assists General Manager & Field Services Manager with scheduling of installation appointments.
• Provides administrative assistance to Sales and Management staff.
• Process incoming mail, check in parts received.
• Assist with inventory, kitting job & service parts, coordinate with Purchasing Agent.
• Supports branch in preparing submittal documentation, permitting processes, warranties and closeout documents as required.

Physical and Mental Demands: The Customer Service Representative will spend the majority of their work hours sitting/standing while using computers and office phones, however some movement throughout our office will necessary. This would require the ability to safely move and open boxes and bend or stand as necessary. The person in this position must be able to occasionally lift and carry cartons weighing up to 35 pounds. They must also have the ability to learn and maintain the technical knowledge and people-skills, providing clients with alarm system user training and support to the other staff.

Environmental Conditions: The Customer Service Representative will work in a busy, professional office environment. This role routinely uses standard office equipment such as phones, computers, photocopiers, files, and document scanners. This person will experience frequent interruptions during the course of their day.

Additional Job Duties: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time, with or without notice. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.

Compensation:

• The wage range for this position is $22 - $27 per hour depending on training that will be required to master the duties of this position, longevity, and ongoing performance. A formal progress report and annual goal-setting will be provided upon completion of the initial probationary period; typically at 90 days.
• Employee benefits as described in ‘Advanced Security Systems Employee Handbook’, which include Employer-paid Health Insurance, Employer-funded 401K, Paid Vacation, Holiday, and Life Insurance benefits
• Opportunities exist for annual reviews and goal setting. Advancement within our company may be offered based up on individual merit and positions available.

Job Type: Full-time

Pay: $22.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Experience:

• Customer Service: 2 years (Required)

Shift availability:

• Day Shift (Required)

Ability to Relocate:

• Santa Rosa, CA 95403: Relocate before starting work (Required)

Work Location: In person

Salary : $22 - $27