What are the responsibilities and job description for the Service Scheduling Coordinator position at Alliance Integration?
Benefits:
- 401(k)
- 401(k) matching
- Bonus based on performance
- Company parties
- Dental insurance
- Employee discounts
- Free food & snacks
- Paid time off
- Training & development
- Vision insurance
Position Overview: The Service Coordinator is responsible for the direct management of our customer-facing Alarm Systems and Audio/Visual technicians, which includes Service Technicians. This role entails performance management, leadership, and successful resolution of customer-related issues. The Service Coordinator will ensure the team's effectiveness, maintain a high level of customer satisfaction, achieve business goals, and manage operational issues affecting service.
Key duties & Responsibilities:
- Lead, mentor, and motivate a team of technicians and support staff to achieve optimal performance and customer satisfaction.
- Activate Alarm and Fire System Radios, bring Alarm and Fire accounts online at our National Monitoring Center and Alarm.com.
- Send Service Tickets to technicians using DTools.
- Provide Service Tickets in a timely manner to the Billing Department so that they can collect payment from clients.
- Perform Security sales, client retention practices, and re-sign clients as needed.
- Set clear mission and strategies to improve the customer service experience.
- Resolve customer issues and ensure they are followed through to completion.
- Maintain a high standard of customer service by addressing technical questions and concerns from customers, ensuring prompt and effective resolution.
- Manage the overall performance of a team and Provide Leadership by fostering a safe working environment. Efficiently schedule service calls with customers over the phone, optimizing routes, and ensuring timely service appointments.
- Provide service rates for service calls to customers ensuring transparency and accuracy in pricing.
- Resolve service-related customer disputes and complaints to ensure high customer satisfaction.
- Develop service procedures, policies, and standards in alignment with industry best practices.
- Control resources and assets to meet qualitative and quantitative targets.
- Maintain an orderly workflow according to priorities.
- Stay up to date with industry developments and apply best practices to drive improvements at the company.
- Keep accurate records and document customer service actions and discussions.
- Attend meetings with other departments.
- Other duties as assigned by management.
Qualifications:
- Proven experience as a Service Manager or in a similar leadership role within the Security Industry
- Excellent leadership and team management skills.
- Strong problem-solving and conflict resolution abilities.
- Exceptional customer service and communication skills.
- Proficient in analyzing data and generating reports.
- Knowledge of service industry standards and best practices.
Work Environment:
- In the office: The office is generally clean, orderly, properly lit, and ventilated. Noise levels are considered low to moderate.
- The employee may occasionally lift up to 25 pounds.
- The employee must be able to hear, speak, and write clearly to communicate with employees and customers.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
- On call: As an Alarm Agent to provide clients with After Hours Alarm Support
- Overtime
- Weekends as needed
Supplemental pay types:
- Bonus opportunities
- Sales commissions
Salary : $25 - $30