Security Service Coordinator

Job Description

THE POSITION IN A NUTSHELL

Sciens Building Solutions seeks a Security Service Coordinator responsible for supporting service operations through customer communication, service coordination, and work order management. This role helps ensure customer satisfaction, timely response to service needs, and a professional company image by managing incoming service requests, coordinating technician schedules, and helping drive service issues through completion.

WHAT YOU’LL BE DOING (and doing well!)

Own or co-own the customer service inbox by triaging incoming service requests, acknowledging receipt, gathering any missing site or scheduling details, and moving requests to the appropriate internal resource for follow-through.

Respond to 85%+ of the emails received through the customer service shared inbox while maintaining timely, professional communication with customers and internal team members.

Under the Service Manager's direction, schedule service visits based on customer availability, technician capacity, and operational priorities, then communicate scheduling details back to both customers and internal stakeholders.

Schedule service technicians and coordinate technician assignments to support efficient service delivery.

Create or assign service work orders and ticket numbers, then connect those work orders to the technician performing the service.

Create work orders for service technician schedules and help ensure those schedules are properly documented and aligned with customer needs.

Close the loop on completed service requests by confirming work completion, communicating status updates, and helping move requests toward closure and billing.

Support a high level of service responsiveness by helping keep requests organized, actionable, and progressing toward resolution.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

High school diploma or equivalent.

Two to five years of experience in customer service, service coordination, dispatching, or administrative support.

Strong organizational and time-management skills.

Ability to manage a high volume of emails, requests, and competing priorities with accuracy and professionalism.

Ability to multi-task and remain calm under pressure.

Strong communication skills with both customers and internal teams.

Sound decision-making skills and practical judgment.

Positive attitude and a strong customer-service mindset.

Computer literate with working knowledge of Microsoft Outlook, Excel, Word, and related scheduling or work order systems.

Timely response and follow-through on incoming service requests.

Consistent ownership of shared inbox activity and customer communication.

Accurate technician scheduling and work order creation.

Strong coordination between customer needs, technician schedules, and service completion.

Timely closure of completed service requests to support billing and internal workflow efficiency.