Customer Service Intake Coordinator

1 week ago

Richardson, Texas, United States Allied Universal® Technology Services Full time
Job Title: Customer Service Intake Coordinator

At Allied Universal Technology Services, we're revolutionizing the security industry by integrating cutting-edge technology with physical security. As a Customer Service Intake Coordinator, you'll be part of a dynamic team that thrives on innovation and inclusivity.

Job Summary:

The Customer Service Intake Coordinator is the first point of contact for customers with requests, questions, concerns, and inquiries. This role is responsible for routing intake requests to the appropriate parties for fulfillment, ensuring effective communication and escalation to leadership for matters that require remediation.

Responsibilities:
  • Routing of service requests and customer concerns, questions, and inquiries to appropriate parties through electronic service tools, telephone, email, instant messaging, and other communication mediums.
  • Coordinate and liaise with all departments related to assigned service activities and necessary escalation.
  • Effectively communicate deficiencies, concerns, or inquiries immediately to management regarding any inquiry from a customer or internally interested party.
  • Maintain SLA requirements for contracted customer issues and service requests by prompt notifications and documentation of reported issues and questions.
  • Responsible for maintaining effective internal communications and ensuring contractual obligations are fulfilled while quickly resolving issues, thereby minimizing customer concerns and enhancing customer relations.
  • Track regionally logged cases and work-order tasks and report anomalies to appropriate management staff.
  • Produce on-demand and recurring reports for Service Management staff.
  • Update Work Order Tasks as assigned.
  • Follow up and communicate with external customers as required.
Qualifications:
  • High School Diploma is required.
  • Associate's or bachelor's degree in a related field preferred.
  • A minimum of 2 years of experience in Operations Coordination, Central Station Operations, or a related field.
  • Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word).
  • A minimum of 1 year of customer service phone call experience.
  • Ability to establish and maintain effective working relationships with both internal and external customers.
  • Must be able to manage multiple tasks while meeting strict deadlines.
  • Must be detail-oriented and organized.
  • Possess excellent verbal and written communication and follow-up skills.
  • Strong analytical and decision-making abilities.
  • Self-motivated with the ability to motivate and influence others.
  • Must be familiar with and able to analyze and manipulate electronic (software-based) management tools, including metrics, dashboards for measuring KPIs and CPIs.
  • Must be able to participate in on-call activities based on assignment by the Service Desk Manager.
Benefits:
  • Medical, dental, vision, basic life, AD&D, and disability insurance.
  • Enrollment in our company's 401(k) or Supplemental Income Plan, subject to eligibility requirements.
  • Eight paid holidays annually, five sick days, and four personal days.
  • Vacation time offered at an accrual rate of 3.08 hours biweekly.

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