Service Coordinator

Job Purpose:

The role of the Service Coordinator is to be the primary point of contact for customers to coordinate resolution of service-related 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 first point of contact for service technicians and customers.

Duties and Responsibilities:

Service Calls

• Serve the primary point of contact for service-related calls to ensure that all calls are answered promptly and professionally.
• Communicate schedules of department personnel to the Service 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 Vista billing tickets with correct active dates.
• Close all service tickets within 48 hours of completion including telephone or email contact with customers to inform customer of completion insure 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 (nurse call, access control, A/V, and CCTV) 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 after-hours calls.

General:

• Provide price quotes based on regular or group pricing.
• Complete service RMA's 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, Access & Power Point
• Self-motivated and self-directed
• 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 project-related issues and products.
• Must be able to learn, understand, and apply new technologies.
• Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
• Proficient in Salesforce.com
• Knowledge of Vista
• General knowledge of products a plus: Rauland, Hirsch, Open Options, 3XLogic, Bosch, Crestron, BiAmp

Education, License and Experience:

• High School Diploma

Physical Requirements:

• Requires prolonged sitting, standing, some bending, stooping, and stretching. Requires manual dexterity and eye-hand 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 after-hours communication to the Service Team, as needed.

Travel Requirements:

• As needed.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.

An Equal Opportunity Employer
We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.