Service Coordinator
Service Coordinator
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Salary Not Disclosed
1 Vacancy
Job Description
All State Communications LLC Service Coordinator
Job Purpose:
The role of the Service Coordinator is to be the primary point of contact for customers to coordinate resolution of servicerelated projects and issues. This position takes the calls and/or emails from the customer schedules the service calls prepares and invoices the work tickets and follows up on customer satisfaction. The Service Coordinator is the first point of contact for service technicians and customers.
Salary Range for This Position: $22.00 $25.00 per hour Depending on relevant experience education and other factors
Duties and Responsibilities:
Service Calls
- Serve as the primary point of contact for servicerelated calls to ensure that all calls are answered promptly and professionally.
- Communicate schedules of department personnel to the Operations Manager in a timely manner
- Manage direct and track all service requests as well as active service tickets.
- Ensure technicians are armed with valid information for site visits.
- Manage ADP billing tickets with correct active dates.
- Close all service tickets within 48 hours of completion including telephone or email contact with customers to inform customers of completion and ensure satisfactory completion.
- Determine customer satisfaction on service tickets when the work order is complete.
- Administration and tracking of service calls with subcontractors/partners.
- Invoice service tickets and small projects. Ensure payment is made.
- POC to resolve technical issues (access control intrusion fire alarm and video surveillance) with the customer that can be resolved over the phone Or know how to get the help needed
- Coordinate position backup for any time out of the office during normal business hours
- Participate in progression of afterhours calls.
General:
- Provide price quotes based on regular or group pricing.
- Complete service RMAs and required documentation.
Tier 2 service
- Escalation to Tier 2 service techs (IT)
- Coordination with Tier 2 service techs and Manager
Secondary Roles & Responsibilities:
- Be available to the Operations personnel Sales and Management teams to support them with information / records and other documentation as needed.
Other Duties:
This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
Required Skills & Abilities:
- Organized and able to manage multiple tasks simultaneously.
- Superior customer service skills for both internal and external customers.
- Excellent written & verbal communication skills.
- Proficient in WORD Excel
- Selfmotivated and selfdirected
- Demonstrates a positive attitude conducive to team building.
- Ability to work under pressure and complete tasks.
- Business experience a plus with knowledge of running a profit center.
- Management of field personnel a plus
- Adept at conducting research into projectrelated issues and products.
- Must be able to learn understand and apply new technologies.
- Ability to effectively prioritize and execute tasks in a highpressure environment is crucial.
- General knowledge of products a plus: Edwards Avigilon Lenel DMP Hanwha Axis iPro Building Reports
Education License and Experience:
- High School Diploma
Physical Requirements:
- Requires prolonged sitting standing some bending stooping and stretching. Requires manual dexterity and eyehand coordination for data input.
- Occasionally lifts and carries items weighing up to 20 pounds.
- Must maintain a clear background check to satisfy customer jobsite badging requirements.
- Must be willing to submit to all vaccinations and screening tests required for customer jobsite badging protocol.
- Consistent reliable and timely attendance
- Maintain a clear drug and alcohol screening protocol.
- Ability to participate in afterhours communication to the Service Team as needed.
Travel Requirements:
- As needed.
Employment Type
Full Time
