Service Coordinator

Company Overview:

We are partnering with a premier Custom Integration company renowned for delivering luxury home technology and automation solutions. With a steadfast commitment to excellence, this company combines innovative design with cutting-edge technology to create exceptional client experiences. Their team consists of seasoned professionals with deep expertise in home technology and luxury design, unified by a shared vision of delivering perfection both internally and in the field. Joining this company means becoming part of a culture that values accountability, collaboration, and a relentless pursuit of excellence in every project.

Why Join Us?

Join a passionate, tight-knit team where work-life balance is a priority. This company offers a fun and collaborative work environment, with regular company outings and team-building activities. Whether it’s quarterly meetings followed by bowling, summer BBQs at the warehouse, or the annual holiday party, you’ll be part of a team that works hard and celebrates together. The company is also committed to your growth and success, providing a positive workplace culture and opportunities to work on some of the most unique, high-end AV projects available.

Position Overview:

The primary role of this position is to support the Director of Client Services and oversee the resolution of service requests from clients. This is an office position that fields customer intake and serves as the initial point of contact for customer inquiries during business hours. This role is a non-technical role that supports the service team with consistent data collection while providing clear scheduling expectations and next steps with clients. The nature of this position requires excellent verbal and written communication skills to capture all relevant project information. This position manages scheduling onsite and remote service work to maximize onsite team efficiency via clear, concise, and relevant client information. This person is also responsible for service invoicing and follow up.

Key Responsibilities:

• Forward all service related inquiries to basic support
• Create service orders for all service calls and submit for invoicing twice a month
• Respond to ticket escalations that have been assigned to Advanced Support and set scheduling expectations
• Manage & solves service tickets in internal ticketing system on a monthly basis
• Manage and schedule Director of Client Services in accordance with service requests
• Cross-reference client information with existing database to ensure accuracy and identify and update database with new client information
• Forward new client information to the accounting department for processing
• Work with Director of Client Services to capture, document and prepare
• product lessons learned and best practices to field techs and other relevant stakeholders to improve customer experience, quality, and efficiency
• Work with Warehouse Manager to determine product arrival for scheduling service requests
• Increase product knowledge and skill set by participating in educational opportunities and training
  
  

Qualifications:

• Excellent interpersonal skills
• Self-driven and able to work independently and remain on task
• Must be highly organized and able to multi-task and organize priorities
• Strong analytical skills and experience troubleshooting
• Problem-solving and critical thinking skills
• Ability to properly navigate client concerns and de-escalate situations
  
  

Benefits:

• Well-rounded health benefits package including medical, vision, and dental
• 401K plan company matching funds
• Life insurance
• Paid training
• Comprehensive tool program
• Paid vacation, sick time, and holidays
• Cell phone stipend
  
  

Compensation:

Hourly rate: $54,000-$65,0000 based on experience

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