What are the responsibilities and job description for the Scheduling Coordinator/Customer Service position at Aronson Alarm LLC?
Company
Aronson Alarm is a locally owned and operated alarm company with more than 50 years in the security industry. Under new ownership by long term company employees as of 2019, we look to make sure we are both a customer-centric and employee-centric business. With our customers and employees alike, our focus is always on putting our best foot forward and showing the great value and appreciation we have for these relationships. This culture is how we grow and retain our customer base and attract and keep our invaluable team members – employees and customers alike, many have been with us for decades! We are currently seeking an experienced Customer Service Representative/Scheduler to join our team.
Customer Service Representative/Scheduler (PT/FT)
General Duties
· Service Roster/Scheduling Management
o Manage schedule to ensure service tech schedule is at or about 8hrs/day including travel time and as efficient/geographically desirable as possible
o Manage and Order Office Inventory to ensure techs have proper stock available for pick up per Service Roster
o Customer Reminders for next day service calls via email, text or call.
o Email tech(s) Service Roster(s) & Service Tickets
o Communicate with technicians and log applicable data from completed work orders to database system as appropriate
· Answer inbound phone calls and provide customer support as needed
· Review Daily Activity Report
o Resolve, Follow up w/ Customer and/or Follow up with Owner as needed
o Schedule Service call for appropriate tech as needed/auth by customer
· Review Upgrades/Service Follow up Reports
o Follow up with Customers as needed
o Schedule Service call for appropriate tech as needed/auth by customer
· Prepare and Send Customer Welcome Packets for New Customers
o Prepare new customer documentation and email/mail as appropriate
· Follow up on Outstanding Customer Proposals/Contracts
o For New Customers: Ensure all account info is collected and entered into Customer Database including Payment Info as applicable
· Manage Customer Account Transfers/Cancellations including Data Entry, Customer Follow up and Processing the database system
· Recordkeeping
o Log all notes to database system as applicable
· Miscellaneous office admin as needed
Requirements/Skill Sets
· Minimum 1 year scheduling/customer service experience - Alarm Industry experience a plus
· Detail Oriented
· Problem Solving
· Desire to Learn
· Team Player
· Positive Attitude
· MS Office Suite Proficient
General Employment Info
§ Worksite
o Hybrid (after 90 day onsite training period)
§ Compensation
o $21.50/hr Hourly Base Rate Commensurate with Experience
o Year End Bonus
§ Vacation Time
§ Sick Time
§ Health Insurance
§ Holidays (10 per Calendar Year)
§ Annual Holiday Party
Job Types: Full-time, Part-time
Pay: $21.50 - $25.50 per hour
Expected hours: No less than 25 per week
Benefits:
- Paid jury duty
- Paid orientation
- Paid sick time
- Paid training
- Work from home
Schedule:
- Day shift
- Monday to Friday
- No nights
- No weekends
Experience:
- Customer service: 1 year (Required)
- Alarm system: 1 year (Preferred)
- Computer skills: 1 year (Required)
Ability to Commute:
- Woburn, MA 01801 (Required)
Ability to Relocate:
- Woburn, MA 01801: Relocate before starting work (Required)
Work Location: Hybrid remote in Woburn, MA 01801
Salary : $22 - $26