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 SERVICE COORDINATOR
SUMMARY OF POSITION
Receives incoming and places outgoing phone calls to/from customers, alarm dealers and monitoring stations. Completes system documentation and paperwork on each account as necessary.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Respond to telephone calls from customer or dealers per the established criteria.
- The Service Coordinator focuses on customer service related issues where SAFE coordinates the resolution between customers and service dealers.
- Where possible, assists customers over the phone with their alarm system service issues.
- Provides quality service, prompt response and follow up to each customer or dealer inquiry/ dispute.
- May negotiate payment arrangements with customers to bring their account current.
- May arrange for customers to pay by phone with credit card or check; initiate set up of account on EFT (Electronic Funds Transfer
- Updates customer database on each contact with current address and phone numbers.
- May review and answer customer and dealer correspondence.
- Documents all conversations and correspondence with customer in customer database notes.
- Work within a team to provide continuous follow up with customers and dealers to ensure that service issues are resolved in a timely manner.
- Reduce customer attrition and ensure adherence to contractual obligation by resolving customer issues in a timely and professional manner.
- Maintains a regular and punctual attendance.
- Actively participates in team meetings.
- Represents the company in a professional manner.
- Completes assigned tasks in a timely fashion.
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QUALIFICATIONS REQUIRED
- Demonstrate effective verbal and written communication with customers, dealers, department personnel and other Team Members.
- Experience working with residential alarm systems extremely helpful.
- Experience in a home warranty environment, or another environment where there is coordination with outside vendors and customers is extremely helpful.
- Accepts assignments with an open, cooperative, positive team oriented attitude
- Demonstrates the ability to multi task.
- Possesses strong organizational skills.
- Working knowledge of Word, Excel and Outlook.
- Exercises independent judgement and effective problem solving techniques.
- Minimum 40 WPM typing skills.
- College Degree preferred; or 1 years previous call center and/or alarm technician experience required; or equivalent combination of education and experience.
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QUALIFICATIONS PREFERRED
- College Degree preferred.
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| To apply for a position at SAFE, email your resume along with a cover letter to SAFE at hr@safesecurity.com or FAX to SAFE at (925) 830-8494. |
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Corporate Profile
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