Shared Services Customer Experience Service Coordinator

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Shared Services Customer Experience Service Coordinator!

Location: Remote - US/USA

Summary:

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

Responsibilities:

• 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 with1-2-Years of relevant customer service or scheduling experience.

• Able to communicate effectively and professionally to customers. This includes but is not limited to 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.

• Decisions are often made using deductive reasoning and negotiating an acceptable resolution-always doing the right thing for both our customers and our business.

• 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.

Our Total Rewards package includes (but is not limited to):

• 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)

About Us:

Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed Network Services (MNS) delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.

Our Values:

• Win as a team.

• Do the right thing.

• Make a difference every day.

• Get it done.

• Think big.

If you share these ideas, we’d love to hear from you!

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.