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 trouble 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, demonstrating patience, empathy, soft skills, effective listening, and adapting 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:
Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed Network Services (MNS) delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.
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.
