[Hiring] Shared Services Customer Experience Service Coordinator @Vector Security

Role Description

In an omnichannel and AI environment, the Customer Experience Service Coordinator is expected to contact customers regarding trouble notifications and attempt to resolve and/or schedule service when needed across multiple channels seamlessly. Reps should be adept at managing interactions via phone, email, chat, social media, and SMS. Must have the ability to switch between channels during a single interaction, such as moving from a chat to a phone call if needed with the goal of assisting in answering customer questions, making account updates, and resolving all concerns. If necessary, escalate the call to technical support or schedule a service visit. Accurately document all interactions on customer accounts, support customers by coordinating the scheduling of inspection work orders, including fire inspections, CO inspections and annual recurring inspections.

• 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.

Qualifications

• High School diploma or equivalent with 1-2 years of relevant customer service or scheduling experience.
• Able to communicate effectively and professionally to customers, 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.
• 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.

Benefits

• Competitive compensation with incentive eligibility.
• Medical, dental and vision coverage.
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products.
• 401k retirement savings plan.
• Flexible Spending Account.
• Paid time off.
• Tuition reimbursement.
• Employee Assistance Program (EAP).