Customer Experience Service Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Reach out to customers regarding trouble notifications and strive to resolve issues or arrange service via phone, email, chat, social media, and SMS.

• Transition between communication channels during a single interaction when necessary.

• Address customer inquiries, update accounts, and resolve concerns.

• Forward calls to technical support or arrange service visits as required.

• Accurately document all interactions on customer accounts.

• Manage the scheduling of inspection work orders, including fire, CO, and annual recurring inspections.

• Analyze and investigate accounts based on trouble notifications from ADC, Alarmnet, Uplink, and related systems.

• Provide support to field service technicians as needed.

• Discuss referral programs, new products, and service offerings with customers.

• Handle inbound communications from residential and commercial customers while adhering to quality standards and achieving real-time first-call resolution goals.

• Create, update, and finalize CRM cases.

• Schedule service work orders efficiently.

• Place accounts into no-response or on-test status when appropriate.

• Address account inquiries, requested reports, documents, research, and updates related to customer or site information.

• Educate customers on the proper use and maintenance of systems.

• Assist callers looking to cancel by providing solutions and additional services to reduce attrition.

• Review open work orders and initiate outbound calls, emails, texts, and chats to identify and address potential issues.

• Achieve individual call metrics to enhance service levels.

⛳️ Requirements

• High School diploma or equivalent qualification.

• 1-2 years of relevant experience in customer service or scheduling.

• Strong and professional communication skills with customers.

• Proficient written and verbal communication skills across phone, email, chat, and text.

• Capability to make sound decisions and take responsibility for those decisions.

• Ability to use deductive reasoning and negotiate acceptable resolutions.

• Proficiency with company-specific CRM and scheduling systems after receiving training.

• Basic technical knowledge to understand and explain necessary steps to customers.

• Must complete ADC Technician Certification training within 90 days.

• Possess state licenses and technical certifications as required to access customer accounts.

• Ability to work from home without distractions using equipment provided by Vector.

🏝️ Benefits

• Competitive compensation with eligibility for incentives.

• Medical, dental, and vision coverage.

• Company-paid life and AD&D insurance.

• Company-paid short- and long-term disability.

• Voluntary benefit products available.

• 401k retirement savings plan.

• Flexible Spending Account.

• Paid time off.

• Tuition reimbursement opportunities.

• Employee Assistance Program (EAP).

• Remote work arrangement.

• Equipment provided by Vector.