Service Coordinator

Service Coordinator

Prime Secured is a leader in providing cutting-edge access control, video surveillance, and intrusion detection solutions to businesses and organizations. We are committed to delivering superior service and creating a seamless, secure experience for our clients. As a Service Coordinator, you will play a pivotal role in ensuring that our clients receive exceptional support and guidance throughout their customer journey.

The Service Coordinator serves as the primary service point of contact for clients, ensuring they have a positive experience with ongoing support. This role focuses on building strong client relationships, managing service requests, and collaborating with internal teams to address client needs efficiently. The ideal candidate will have excellent communication and organizational skills and a passion for delivering unparalleled service in the security technology industry.

Major Roles and Responsibilities

• Act as the primary contact for clients, addressing inquiries, concerns, and service requests promptly and professionally.
• Foster and maintain strong relationships with clients, ensuring satisfaction and loyalty.
• Manage client service requests, coordinating with technical teams to ensure timely response and resolution.
• Schedule on-site technical support using both Prime technicians and subcontractors.
• Monitor service issue status and communicate updates to clients proactively.
• Track Client SLA adherence and performance.
• Work closely with sales, technical support, and operations teams to address client needs and improve overall customer experience.
• Provide feedback to internal teams regarding client preferences and areas for service enhancement.
• Maintain accurate records of client interactions, service history, and feedback.
• Generate reports on client satisfaction and service performance metrics.
• Provide timely and accurate billing information to clients.
• Identify opportunities to enhance client engagement processes and implement improvements in collaboration with leadership.
• Stay informed about industry trends and advancements in access control, video surveillance, and intrusion systems to better support clients.

Qualifications and Education Requirements

• High School Diploma or equivalent related experience.
• Proven experience in customer service, client coordination, or a related role, preferably in the security technology or systems integration industry.
• Strong interpersonal and communication skills, with the ability to build rapport with diverse clients.
• Highly organized with the ability to manage multiple tasks and priorities simultaneously.
• Proficiency with CRM software and Microsoft Office Suite.
• Technical aptitude or familiarity with access control, video surveillance, and intrusion detection systems is a plus.

Additional Notes

• Probationary period of 90 days.
• Individuals with a felony or misdemeanor convictions MAY not be hired.
• Individuals must not have any alcohol or drug-related convictions or suspensions within the past three years.
• Individual must be able to read and understand instructions in English as well as possess good oral & written communication skills.
• Individual must be able to pass a drug and physical screening as well as background requirements.

If you're passionate about delivering exceptional service and thrive in a dynamic environment, we encourage you to apply for the Service Coordinator position. Join us in shaping the future of secure and connected solutions for our clients!

Prime Secured is an Equal Opportunity Employer. We participate in E-Verify.