Service Scheduling Coordinator

Job Summary:

The Service 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 Service Coordinator is responsible for collaborating with sales representatives, technicians, and customers to schedule installations.

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.

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 telephone 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.

Education/Experience:

High School Diploma or equivalent is required.

Minimum of 1 year experience as a Service Coordinator, Customer Service Scheduler, Customer Service Representative, or related position is required.

Experience in the alarm or security systems industry is a plus.

Knowledge/Skills/Abilities:

Demonstrated ability to deliver high-quality customer service in a fast-paced, high-volume environment.

Strong organizational and time management skills with the ability to handle multiple tasks.

Skilled in handling customer concerns with empathy, patience, and professionalism.

Ability to troubleshoot basic technical issues and communicate solutions in layman's terms.

Excellent verbal and written communication abilities.

Proficiency with Microsoft Office applications (Outlook, Word, Excel) and general computer literacy.

Detail-oriented and capable of maintaining accurate records and documentation.

Proven ability to adapt to changing environments while remaining reliable, meeting deadlines, and consistently delivering high-quality work under pressure.

Experience with scheduling systems and dispatching field personnel efficiently based on availability, location, and urgency.

Ability to prioritize competing tasks and manage changing schedules with minimal disruption.

Understanding of basic logistics to optimize technician routing and minimize downtime or travel.

Problem-solving mindset with a focus on resolution and customer service.

Active listening skills to accurately understand customer needs, verify information, and respond appropriately.

Exhibits a team-first mentality with a focus on open communication and mutual support.

Ability to work collaboratively with cross-functional teams.

Licenses/Certifications:

Maintain a driver’s license, 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 employees:

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 Service Coordinator is $20- $22 per hour, based on knowledge, skills, education, and experience.

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