Service Coordinator II
Location
United States
Posted
2 days ago
Salary
$28 - $36 / hour
Seniority
Mid Level
Job Description
- 401(k)
- Competitive salary
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Provide and maintain elevated standards of client support by phone and via email including but not limited to:
- Remote troubleshooting by requesting and sourcing information from a client or client representative.
- Rebooting of client systems via multiple software platforms.
- Managing escalated request and technical troubleshooting.
- Handle technical remote troubleshooting in the following areas:
- Audio & Video Distribution Concepts and Equipment
- HDMI Baluns
- HDMI Matrix Switches
- Fiber Baluns
- Video over Network Distribution Equipment
- IR, RS-232 and Network Control protocols
- Networking
- VPN Connections
- Port Forwarding
- Crestron Control Systems
- Savant Control Systems
- MAC OS
- Create, update and close service tickets and service upgrade tickets within project software by:
- Maintain open dialogue with the client on troubleshooting progress.
- Thoroughly document all troubleshooting steps taken.
- If applicable, schedule onsite service visits with clients and communicate costs.
- Actively maintain ticketing status in project software to ensure all clients are responded to promptly.
- Complete ticket life cycle when issues are resolved.
- Maintain and update recaps of onsite service calls prior and following dispatch of service technicians. Contact client to confirm expectations for resolved issues and to set up any return visits.
- Coordinate with clients to accept payments for overdue or current service bills.
- Work alongside client concierge to maintain and update VIP client list, customer folders, and company notes in project tracking software.
- Maintain and update client information by:
- Altering point of contacts
- Updating contact information
- Updating any login credentials
- Track progress of equipment repairs and proceed to schedule re-installation of repaired/replaced units as applicable. Update service ticket with project information and status.
- Review web resource tools to proactively identify client needs based on historical data, previous service calls, and current alerts.
- Track and update client approval for product and labor via service tickets, take payments as applicable.
- Coordinate with internal stakeholders action service tickets based on internal needs.
- Confirm appointments, timeline for access and point of contact for service dispatch, provide notes in project software.
- Provide service technician with accurate notes and documentation on the issue(s), state what has already been addressed and what is required on site.
- Confirm appointments with clients prior to dispatching.
- Assist with emergency client requests as needed, provide clients with reasonable expectations for repair.
- Review and approve completed service orders for accounting team.
- Review contracts, connect with sales team on SLAs/Upgrades and transfer as needed to sales team.
- 3-5 years’ experience working within a customer service base environment with high end clientele.
- Technical experience with remote troubleshooting AV and networking equipment, ideally in the home automation sector.
- Working knowledge of Creston, Savant, Lutron control systems.
- Professional phone edetate, strong written communication skills and ability to balance several communication platforms simultaneously. Call center experience strongly preferred.
- High school diploma or equivalent required, bachelor's degree preferred.
- Experience interacting with stakeholders at all levels; over communicator.
- Demonstrated ability to self-motivate and follow-through.
- Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.
- Ability to think both strategically and tactically and to drive execution. Should be equally comfortable with long term planning and day-to-day progress tracking and execution.
- Proven track record of taking ownership and of delivering results in a fast-paced environment.
- Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.
- Demonstrated desire for continuous learning and improvement.
- Aptitude for working within multiple software platforms.
Flexible work from home options available.
Job Requirements
- 3-5 years’ experience working within a customer service base environment with high end clientele.
- Technical experience with remote troubleshooting AV and networking equipment, ideally in the home automation sector.
- Working knowledge of Creston, Savant, Lutron control systems.
- Professional phone etiquette, strong written communication skills and ability to balance several communication platforms simultaneously. Call center experience strongly preferred.
- High school diploma or equivalent required, bachelor's degree preferred.
- Experience interacting with stakeholders at all levels; over communicator.
- Demonstrated ability to self-motivate and follow-through.
- Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.
- Ability to think both strategically and tactically and to drive execution.
- Proven track record of taking ownership and of delivering results in a fast-paced environment.
- Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.
- Demonstrated desire for continuous learning and improvement.
- Aptitude for working within multiple software platforms.
- Flexible work from home options available.
Benefits
- 401(k)
- Competitive salary
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
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