What are the responsibilities and job description for the Service Coordinator | $65K-$85K + Benefits | Industry Leading Integrated Solutions Provider position at SaaS Talent?
Company Description
This is an onsite role that requires daily office visits.
Our client is an industry-leading, award-winning integrated technology solutions provider for builders and building owners. They’ve been in business for 10 years and are a one-stop shop for all connected building needs including low voltage cabling and infrastructure, network build-out, and all IP endpoints including access control, IP cameras, Wi-Fi, and A/V. Their CEO has been featured on Fortune Magazine acknowledging their service quality for its reliability and efficiency and have won the Thought Leadership Award in 2024.
Benefits:
- Dental, health, and vision insurance
- PTO
- Retirement plan
- Quarterly performance-based bonus structure
Job Description
The Service Coordinator is responsible for planning and coordinating the resolution of incoming client tickets and requests. They act as a point of contact for clients, service providers, and internal teams to ensure everyone is working towards a common goal. Your main tasks are resolving client issues and maintaining strong relationships with clients while ensuring that internal processes run efficiently.
Other Tasks include:
- Work with the field service manager to ensure that technicians close out all support tickets daily (or notify the client of the next steps).
- Communicate with the client daily to provide updates and address their needs.
- Coordinate preventive maintenance visits for maintenance plan clients.
- Subject matter expert on all systems that we install and support.
- Implement tactics to improve service levels.
- Ensures that all tickets are billed daily.
- Ensures that service technicians are prepared for dispatch with appropriate client site information, passwords, and any hardware needed.
- Ensures that service technicians are trained on all systems.
- Escalation contact for service technicians.
- Maintain accurate records and document interactions with customers.
Qualifications
- 2-5 years of experience coordinating service dispatches, technology installations, and integrations in some, if not all, of the following categories: access control systems, IP video, IP intercom, network equipment (routers, switches, etc.), Wi-Fi, audio/visual, VoIP systems, or similar.
- Service Delivery: experience coordinating and scheduling services with clients and service providers, and tracking service delivery.
- Customer service: experience responding to customer inquiries, resolving complaints, and developing strategies to improve customer relationships.
- Service evaluation: ability to evaluate clients’ needs, recommend services, and create reports on service levels and requirements.
- Sales: Ability to upsell our services to clients when they see an issue, and to make educated recommendations based on the client’s needs.
- Ability to communicate effectively in both business and technical contexts, through verbal and written mediums.