Service Coordinator

Service Coordinator

We are looking for a Service Coordinator to support residential and commercial customers with fire and security system service needs in Ohio. This contract-to-permanent position is ideal for someone who excels in a fast-paced customer service environment, can confidently handle a high volume of calls, and enjoys solving problems in real time. The person in this role will help customers address alarm-related issues, coordinate technician visits when remote resolution is not possible, and keep service requests moving efficiently.

This is an onsite opportunity for someone with strong communication skills, sound judgment, and solid computer proficiency.

Responsibilities:

• Respond to a steady flow of incoming customer calls related to fire and security alarm systems for both residential and commercial accounts.
• Guide customers through basic troubleshooting steps for issues such as system alerts, sensor concerns, control panel problems, and recurring alarm sounds.
• Determine when a problem can be resolved remotely and arrange technician service appointments promptly when onsite support is needed.
• Manage open service requests by updating ticket details, tracking status, and helping reduce outstanding inbound and outbound service volume.
• Communicate clearly and effectively with customers to gather accurate information, explain next steps, and set expectations for service delivery.
• Use internal systems and office software to document interactions, coordinate scheduling, and maintain organized service records.
• Collaborate with supervisors, technicians, and team members to ensure timely follow-up and consistent customer support.
• Apply available troubleshooting resources and reference materials to resolve issues efficiently and escalate more complex situations when appropriate.