Summary:

The Installation 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. The Installation Coordinator is responsible for collaborating with sales representatives, technicians, and customers to schedule installations. Alarm Detection Systems is a family owned security and alarm contractor that has been in business for over 50 years. Join our team!

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

Alarm Detection Systems is an EEO employer.

Education/Experience:

• High School Education or equivalent is required
  
• Minimum of 2 years of customer service, call center, scheduling, or dispatch experience is required

Essential Functions and Responsibilities:

In a high-volume, phone call-center type environment, be able to:

• Schedule new installations and service appointments with customers
• Facilitate the ordering of parts with the warehouse to meet installation and service deadlines
• Route technicians and subcontractors to jobsites in an efficient manner to minimize drive time
• Respond to phone calls and emails from customers, technicians, and sales representatives
• Assist customers by phone and email by troubleshooting their alarm system service issues
• Provide polite, prompt, and professional customer service via phone and email
• Keep records of customer interactions or transactions, record details of inquiries, complaints, or comments, and actions taken
• Utilize software, databases, scripts, and tools appropriately
• Understand and strive to meet or exceed Call Center metrics while providing excellent, consistent customer service
• Answer or make calls, email, or web submission 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
  
• Responsible for onsite duties as assigned
  
• Must be punctual and adhere to attendance standards
  
• Adhere to all company policies and procedures
• Other duties as assigned by management

Company Benefits:

We believe in providing a generous, comprehensive benefits package that includes:

• Health, dental, vision, and life insurance
• 401(k) plan with a generous company match
• Paid Time Off (PTO)
• Paid Parental Leave
• Company-paid short-term disability
  
• Company events (friends and family welcome!)
• Tuition reimbursement
• Employee discount
• Employee assistance program
• Work-life balance
• Continuous professional growth
• A fun, high-energy workplace

Knowledge/Skills/Abilities

• Excellent customer service & telephone skills
  
• Multi-tasking, in dynamic & fast-paced environment
  
• Effective verbal & written communication skills
  
• Strong typing & computer skills, with experience in Outlook, Word, Excel, etc.
  
• Familiarity with local geography
• Adaptability and reliability
  
• Ability to exercise independent judgment & problem solving techniques
  
• Open, cooperative, & positive team-oriented attitude
• Additional qualifications: experience in the alarm industry is extremely helpful

Licenses/Certifications:

• Clear and valid Driver’s License is required