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Client Service Coordinator
2 months ago
Position is based in a dynamic office environment.
Key Responsibilities:
Customer Engagement:
- Oversee all client communications through email and phone support.
- Provide timely responses to client inquiries.
- Maintain a positive, empathetic, and professional demeanor toward clients at all times.
- Ensure client satisfaction and deliver exceptional support.
- Proactively inform clients about work order progress and technician schedules.
- Follow up with clients awaiting their feedback or input.
- Address and resolve client complaints effectively.
- Conduct initial troubleshooting for client issues.
- Cross-train with fellow Customer Service personnel to enhance proficiency across various client platforms and processes.
- Report issues to management as necessary.
- Monitor multiple security systems.
- Complete special projects as assigned.
- Manage and oversee access control systems.
- Respond promptly to incoming alerts, adhering to established protocols.
Coordination:
- Provide insights on improving customer service efficiency.
- Maintain accurate records of vendor requests and information.
- Draft service and work order proposals.
- Communicate and collaborate with colleagues as needed.
- Implement ongoing enhancements to procedures and processes for improved efficiency.
- Ensure timely follow-ups and manage urgency effectively.
- Collaborate with the Service Manager to ensure technician responsiveness to service requests and confirm completion of service orders.
- Manage on-call schedules to guarantee technician availability for client issues outside of regular hours.
- Assist technicians with necessary information for completing service orders.
- Keep detailed records of client interactions, transactions, and feedback.
- Compile reports on service personnel hours and equipment repair history.
- Ensure proper escalation of issues to relevant stakeholders.
Data Management and Reporting:
- Possess basic computer skills and familiarity with Microsoft Office Suite.
- Understand product offerings thoroughly to address client inquiries.
- Handle logging and data entry tasks.
- Process orders, forms, applications, and requests efficiently.
- Generate daily reports and requirement listings.
- Compile technical reports and service history documentation.
- Gather accurate information from vendors regarding shipment and delivery timelines.
Company Standards:
- Maintain regular attendance and punctuality to fulfill job responsibilities.
- Exhibit discretion, integrity, and fairness in alignment with company policies and practices.
Required Skills:
- Exceptional verbal and written communication skills in English; proficiency in additional languages is advantageous.
- Strong customer service aptitude.
- Ability to solve complex problems.
- Proficient in basic computer operations, including G-Suite, Windows, Mac, and Microsoft Office.
- Knowledge of security systems, including access control and surveillance.
- Ability to multitask in a fast-paced environment across various platforms and departments.
- Remain calm and accurate in high-pressure situations.
- Demonstrate excellent situational awareness.
- Flexibility to work various shifts as needed.
- Detail-oriented and organized.
- Desire to contribute as a reliable team player with a positive attitude.
- Willingness to work varied hours, including nights, weekends, and holidays.
Education and Experience Requirements:
- Preferred degree or relevant experience in lieu of a degree.
- Customer service experience is highly preferred.
- Experience in a Security Operations Center is advantageous.
- Familiarity with communication technologies, including two-way radios and video surveillance systems.
- Experience in research and analysis is beneficial.
- Authorization to work in the United States is required.
- Military experience is a plus.
Experience:
- Basic computer skills: 1 year (Required)
- Multitasking: 1 year (Required)
- Customer service: 1 year (Preferred)
- CCTV and access control: 1 year (Preferred)
- Data entry: 1 year (Required)
- Alarm monitoring: 1 year (Preferred)
- Command center experience: 1 year (Preferred)
Ollivier Corporation, established in 1987, is a leader in the managed security industry. Our culture promotes training, growth, and teamwork, complemented by a comprehensive benefits package. We provide extensive support for all aspects of our clients' security programs, from systems to personnel, serving some of the largest companies in Southern California.
