Shared Services Customer Experience Service Coordinator

Vector Security is a provider of intelligent security and managed services solutions for residential, commercial, and enterprise customers. The Shared Services Customer Experience Service Coordinator contacts customers across phone, email, chat, social media, and SMS to resolve trouble notifications, answer questions, update accounts, and schedule service. The role also documents customer interactions, supports technicians, coordinates inspection work orders, and helps maintain positive customer experiences.

Responsibilities:

• Coordinate with customers and schedule auto-generated work orders to include fire inspections, CO inspections and annual recurring inspections
• Review and research accounts based on notification of trouble conditions from ADC, Alarmnet, Uplink, and other related items, contact customers and provide technical support to resolve and/or schedule as needed
• Support field service technicians as needed
• Discuss referral program with customers
• Get information or direct customer to Vector’s website
• Discuss new products and offerings
• Receive inbound communications from residential and commercial customers via multiple channels including phone, chat, email, and text and provide positive customer experiences while adhering to quality standards and real-time first call resolution
• Create, update and close cases, as needed, within CRM to track customer experiences
• Schedule service work orders, as needed
• Place accounts into no response, or “on test”
• Handle account questions or concerns, including requested reports, documents, research, and updates to both customer and site information as needed
• Educate the consumer on the proper use and maintenance of their system
• Assist customers who call to cancel their accounts, offer solutions and additional services to minimize attrition
• Review open work orders, research, and make outbound calls, emails, texts, and chats to customers to identify and resolve potential issues
• Increase service levels by meeting individual call metrics

Requirements:

• High School diploma or equivalent with1-2-Years of relevant customer service or 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