Commercial Service Coordinator

Job Summary:

The Commercial Fire Coordinator uses their knowledge of company products, services, and policies to assist external and internal customers with appointments, questions, complaints, or problems. They speak with customers, listen to them, gain a better understanding of their needs, and offer possible solutions. This position may also be required to provide basic system training.

To perform this job successfully, an individual must perform each essential job duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Alarm Detection Systems is an EEO employer.

Essential Functions and Responsibilities:

• Show proficiency with ADS' computer programs, databases, and applications (e.g., NAV, Manitou, Microsoft Office, remote desktop services, phone systems, tablets, etc.).

• Assist field technicians with information troubleshooting.
• Answer or make calls, emails, or web submissions to customers to learn about and address their needs, complaints, or other issues with products or services.
• Respond efficiently and accurately to customers, explaining possible solutions and ensuring customers feel supported and valued.
• Engage in active listening with customers, confirm or clarify information, and diffuse angry customers as needed.
• Build lasting relationships with customers and other Call Center team members based on trust and reliability.
• Utilize software, databases, scripts, and tools appropriately.
• Understand and strive to meet or exceed Call Center metrics while providing excellent, consistent customer service.
• Make sales or recommendations for products or services that better suit customer needs.
• Keep records of customer interactions or transactions, record details of inquiries, complaints, or comments, and actions taken.

• Take part in training and other learning opportunities to expand knowledge of company and position.
• Refer unresolved customer grievances to designated departments for further investigation.

• May be required to adjust schedule to ensure the department is covered during core business hours.
• Adhere to all company policies and procedures.

• Maintain reliable and regular attendance.
• Responsible for onsite duties as assigned

• Other duties as assigned by management

Education/Experience:

• High School Diploma or equivalent is required.

• Minimum of 1 year of customer service experience is required.

Knowledge/Skills/Abilities:

• Excellent customer service 
• Excellent listening skills and an empathetic voice and manner
• Excel and Word
• Excellent in written and verbal communication 
• Must be able to use office equipment – telephone, fax machine, all printers
• Organized and detail-oriented
• Ability to adapt to change
• Computer and typing skills
• Ability to thrive in a fast-paced environment, multitasking while keeping a focus on the customer
• Familiarity with the products and services offered by the company

Licenses/Certifications:

• Maintain a driver’s license, maintain an insurable driving record, and be capable of driving on company assignments

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting
• Standing
• Walking
• Fine Dexterity
• Talking
• Hearing
• Vision
• Color Vision

Work Environment:

The work environment characteristics described here represent those an employee encounters while performing this job's essential functions. Unless outlined in remote work policy, this is an on-site position. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

 

Alarm Detection Systems, Inc. maintains a quiet, smoke-free office environment. While this position is primarily office-based, it may occasionally require visits to customer sites, which may include office, industrial, or warehouse settings.

Company Benefits:

Alarm Detection Systems offers a comprehensive benefits package designed to support the health, well-being, and financial future of our employee

• Medical Insurance with multiple plan options
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Parental Leave
• Disability Coverage:
  • Employer-paid Short-Term Disability
  • Optional Long-Term Disability
• 401(k) Plan with tiered employer match
• Paid Time Off (PTO) starting at 3 weeks per year for employees
• Paid Holidays: 8 recognized holidays annually
• Employee & Friends/Family Discounts on security systems and monitoring services
• Pet Insurance Discount
• Employee Assistance Program (EAP)
• Tuition Reimbursement
• Company-sponsored events (friends and family welcome!)
• Continuous professional development opportunities
• A fun, positive, and high-energy work environment

Compensation:

The starting pay range for the Commercial Fire Coordinator is $20- $22 per hour, based on knowledge, skills, education, and experience.

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