Description
At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Shared Services Customer Experience Service Coordinator!
Location: Remote - US/USA
Summary:
In this position, you will be responsible for supporting customers
by coordinating the scheduling of routine maintenance and emergency service repairs
. Contact customers
regarding
t
rouble notifications
and
attempt
to resolve and/or schedule service when needed.
What You'll Do:
Managing inbound and outbound customer calls to coordinate and schedule work orders for routine and emergency service items, as well as multiple different types of inspections, and trouble calls for both residential and commercial clients.
Review and research accounts based on notification of trouble conditions to schedule as needed. This may include ADC, Alarmnet and/or other related items.
Monitoring and responding to multiple active team chats.
Actively scheduling new service requests and working through open tickets to close or schedule.
Reviewing daily technician routes to ensure efficiency, proper coverage, and accurate appointment windows.
Review schedules in advance for correct confirmation notifications and adjusting routes as new information comes in.
Collaborating and support branch operations teams, service technicians, and other internal departments.
Discuss new products and offerings.
What You'll Need:
High School diploma or equivalent with 1-2-Years
of relevant
customer service and scheduling experience.
Able to communicate effectively and professionally
to
customers
.
This includes but is not limited to displaying an upbeat and respectful demeanor, demonstrat
ing
patience, empathy, soft skills, effective listening, and adapt
ing
to our different customer dialects.
Written and verbal communication skills; ability to communicate with customers in a variety of ways such as via telephone, email, chat.
Able
to make sound decisions and be accountable for the decisions made.
Decisions are often made using deductive reasoning and negotiating an acceptable resolution-always doing the right thing for both our customers and our business.
Company-specific monitoring center software for CRM and scheduling.
Able to
become proficient in these business systems in order
to
demonstrate competency with company specific processes and procedures.
Have
basic technical ability to understand and explain necessary steps to customers.
Must complete ADC
Technician Certification
training within
90 days
.
State licenses and technical certifications as needed to access customer accounts.
Able
to work from home (Vector-provided equipment) without distraction.
What You'll Get:
We offer a
“Total Rewards”
package including:
Competitive compensation with incentive eligibility
Medical, dental and vision coverage
Company paid life and AD&D insurance.
Company paid short- and long-term disability.
Voluntary benefit products
401k retirement savings plan
Flexible Spending Account
Paid time off
Tuition reimbursement
Employee Assistance Program (EAP)
About Us:
We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time.
Our Values:
Win as a team.
Do the right thing.
Make a difference every day.
Get it done.
Think big.
If you share these ideas, we’d love to hear from you!
Vector Security is a Drug-Free Workplace
Vector Security is an Equal Opportunity Employer
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.