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Service Coordinator

2 months ago

Honolulu, Hawaii, United States Alert Alarm and National Fire Protection (Alert Alarm) Full time
Job Description

About Us

Alert Alarm and National Fire Protection (Alert Alarm) is a leading provider of life and safety solutions, serving residential and commercial customers across the state. With a strong reputation for quality products and services, we strive to deliver exceptional customer experiences.

Role Overview

The Customer Service Representative is the primary point of contact for our valued customers, addressing inquiries, resolving issues, and providing assistance with a range of requests. This role requires strong problem-solving skills, product knowledge, and effective communication to ensure customers receive the best possible service.

Key Responsibilities

  • Customer Support
    • Assist customers in troubleshooting technical issues, investigating and resolving service problems, and following up to ensure issues are fully resolved.
    • Create service tickets for issues that cannot be resolved over the phone, documenting detailed information.
  • Account Management
    • Handle requests related to account management, including cancellations and transfers, updating and maintaining customer records in the database.
    • Assist technicians by ensuring accurate documentation of client accounts.
  • Service Coordination
    • Schedule service calls and appointments, ensuring timely and efficient service delivery.
    • Order parts for technician projects, ensuring prompt resolution of service issues.
  • Reporting and Analysis
    • Generate and maintain reports related to customer interactions and service requests, providing valuable insights for process improvement.
  • Customer Engagement
    • Effectively communicate the value of our products and services to customers, aligning features with their specific needs.
    • Review customer profiles to identify unique needs and recommend appropriate services, including upgrades and new service options.
  • Complaint Resolution
    • Handle customer complaints via phone, email, or mail with professionalism and empathy, working towards finding satisfactory resolutions to customer concerns.

Qualifications

  • High School Diploma or General Education Degree (GED)
  • Two (2) years customer service experience or related field.
  • Knowledge of and a proficiency in Microsoft Office applications (Word, Excel, Access, Outlook) and internet.
  • Capacity to work independently, driven by self-motivation to successfully complete tasks.
  • Ability to analyze situations, identify root causes of issues, and implement effective and sound decisions.
  • Strong written and verbal communications skills.
  • Ability to manage multiple tasks simultaneously, as well as organizational skills to manage schedules, coordinate tasks, and ensure customer service processes run smoothly.

Work Requirements

  • This job requires sitting for extended periods of time in an air-conditioned facility.
  • Daily use of headsets to communicate with customers.
  • Answering calls, typing, and navigating computer systems.
  • The noise level in the work environment is usually moderate.
  • Monday through Friday, 8:00 am to 4:30 pm.

Benefits

Alert Alarm and National Fire Protection (Alert Alarm) offers a comprehensive benefits package, including health, dental, and eye insurance, Short Term Disability, Life Insurance, a 401k savings plan, paid-time-off benefits, training, opportunities for growth and development, and a team that cares about you.