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Security Source CCTV/ Alarm Service Coordinator in Wilmington, Massachusetts

Service Coordinator

Classification: Non Exempt

Reports To: Call Center Supervisor

Summary/Objective

The Service Coordinator is responsible for providing effective customer service for all customers by using in-depth knowledge of company products and programs to assess, prioritize and negotiate needed services with an emphasis on quality outcomes and cost effectiveness. The Service Coordinator must be a champion for our customers and comfortable working across all functions and departments, and he/she is the liaison between customer and vendor, seamlessly collaborating to achieve goals and bring projects to completion.

Essential Job Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Exhibits professional behavior with all interactions - internal and external.

  • Interacts daily with internal/external contacts using multiple systems to ensure accurate information.

  • Provides timely and accurate information to incoming customer order status and product knowledge requests

  • Processes customer orders/changes/returns according to established department policies and procedures.

  • Schedule/Dispatch Technicians

  • Checks techs out, taking closure notes, review deliverables

  • Works closely with the Finance department to resolve billing/vendor issues.

  • Utilizes various methodologies to research and resolve issues

  • Proactively initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.

  • Enters precise data entry into our SAP Business One Application

  • Tracks open service calls and provides after service follow-up to maintain customer satisfaction.

  • Provides timely feedback to the company regarding service failures or customer concerns.

  • Attend Product/Technical training as scheduled.

  • Performs other duties as assigned based on company needs

    Competencies:

  • Customer/Client Focus

  • Problem Solving/Analysis

  • Ability to work under pressure and independently and meet deadlines

  • Communication Proficiency

  • Technical Capacity

  • Ability to function as an effective team member.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as photocopiers, fax machines, computers and phones.

Due to the nature of the business, one late shift is required each week.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand, walk, use hands to enter data. This is primarily a sedentary role; however this position may occasionally require that the employee lift up to 10 pounds for DVR?s or large boxes. Specific vision abilities include close and distance vision and the ability to adjust focus.

Desired Education and Experience:

  • 1-3 years customer service and/or help desk/tech support

  • High School diploma

  • Some college level course work

  • Basic MS Excel and Word Knowledge

  • Prior experience working in an inbound technical support call center

  • Call center or dispatching experience

  • CCTV or lock and hardware knowledge

Supervisory Responsibility:

This position has no supervisory responsibilities

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for the job. Duties, responsibilities and activities may change at any time without notice.

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