Customer Experience Coordinator

Gatekeeper Systems stands proudly as the foremost global leader in retail loss prevention, operations management, and analytics, with our headquarters based in Foothill Ranch, California. We maintain a strong presence across the globe, with offices in the UK, Australia, China, Hong Kong, Germany, France, and Canada, fostering a diverse team of 450 talented employees. Over the past 25 years, Gatekeeper Systems has been at the forefront of the industry, demonstrating our commitment to excellence through cutting-edge technologies and unparalleled customer service. 

Join us on our journey as we continue to revolutionize the retail sector, providing innovative solutions and services that redefine industry standards.

We are seeking a Customer Experience Coordinator to join our team at our primary place of business in Foothill Ranch, California. As a Customer Experience Coordinator, you are detail-oriented, tech-savvy, and passionate about customer service. You have the ability to work on multiple, concurrent, rapid projects which require timely, thorough, well-prioritized, and swift resolution, delivering results our customers and team members rely upon.

WHAT WE OFFER…

Join the team at Gatekeeper Systems and watch your career grow! We offer competitive compensation and benefits packages that include: 

• Attractive Total Compensation Package
• Flexible hybrid work schedule
• Comprehensive healthcare benefits including medical, dental, and vision coverage; Life/ADD/LTD insurance; FSA/HSA options.
• 401(k) Plan with Employer Match
• Generous Paid Time Off (PTO) policy
• Observance of 11 paid company holidays 

ESSENTIAL JOB FUNCTIONS; but not limited to:

• Customer facing field service coordination role
• Receive and process customer service request
• Provide job quotes
• Maintain job status and update customer work order portal or customer directly via email/phone
• Proficiently use a Microsoft CRM and ERP system
• Maintain reports and multitask on various assignments

QUALIFICATION REQUIREMENTS

The requirements listed below are representative of the knowledge, skill and/or ability required.

• Uses available resources to evaluate potential solutions
• Asks questions to clarify a situation
• Capable of performing multiple tasks in a fast-paced environment
• Uncompromised approach to and respect for confidentiality
• Unquestionable workplace ethics
• Proficient computer skills with the ability to learn new software
• Professional and pleasant verbal and written communication skills
• Professional demeanor on telephone, within Corporate and Distribution Center location contacts and with all external vendors and candidates
• Own all assigned tasks
• Welcoming, positive and inclusive attitude
• Ability to communicate with, and work effectively through other people at all levels of the Company
• Highly organized, detail-oriented, and great follow-up and follow-through skills
• Computer skills, including software used in this office (CRM, Navision, Word, Excel, PowerPoint, Outlook, Smartsheet)
• Accuracy in scheduling and maintaining calendars, tracking report information, calculating certain metrics
• Ability to multi-task and prioritize effectively without continuous supervision

EDUCATION AND/OR EXPERIENCE

• Field service or service dispatch.
• 1 year of office experience and 6 months of customer service experience.
• Experience in a technical or manufacturing environment is highly desirable.
• Strong communication skills, ability to multi-task and ability to retain training knowledge to work independently are a must.

OTHER SKILLS AND ABILITIES

• Exemplify excellence in professionalism in all aspects of day-to-day duties and responsibilities
• Communicate warmth, understanding and helpfulness when interacting with all internal and external contacts
• Highly self-aware and open to learning about personal effectiveness in the workplace and on teams
• Exhibit a cheerful, positive, loyal, team-member attitude toward the purposes, programs, policies and goals of Gatekeeper Systems
• Respect for lines of communication and internal protocols
• Constantly strive to improve performance, effectiveness of the Service Coordination team, and ultimately GSI.

DISCLAIMER

This Job Description is a general overview of the requirements for the position. It is not designed to contain, nor should it be interpreted as being all inclusive of every task which may be assigned or required. It is subject to change, in alignment with company/department needs and priorities.

Gatekeeper Systems, Inc., is an equal opportunity employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture, and background. We strongly encourage applications from candidates who demonstrate that they can contribute to this goal. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any protected basis.