Service Coordinator - Alert Alarm and National Fire Protection (Alert Alarm)

About Us

Alert Holdings Group LLC has built a reputation as a full-service life and safety provider of the highest quality products and services since 1962. With offices on Oahu, Maui, Big Island and Kauai we are able to provide standardized services statewide for life and safety systems like none other. We protect nearly 33,000 residential and commercial customers.

Role Overview

This role dispatches technicians to the job and provides necessary information regarding the service request. Update database accordingly.

Status: Full-Time, Non-exempt

Key Responsibilities

• Assist customers in troubleshooting technical issues over the phone. Investigate and resolve service problems by identifying root causes and providing effective solutions. Follow up with customers to ensure their issues are fully resolved. Create service tickets for issues that cannot be resolved over the phone, ensuring that detailed information is documented.
• Maintain quality customer relations by effective communication and interaction between customers, field technicians, and in-house operators.
• Schedule outside service technicians for customer service requests, emergency service, and routine inspections to ensure efficient and effective system maintenance.
• Ability to negotiate service call costs to an acceptable amount to meet budget.
• Enter and track service work orders, accurately and thoroughly document service tickets with pertinent details related to the service agreements, inclusive of the scope of work, technician’s time to complete work, and follow-up on open work orders to ensure accurate account information is being processed. Verify completion of technician tasks.
• Handle customer complaints via phone or email with professionalism and empathy. Work towards finding satisfactory resolutions to customer concerns.
• Inform appropriate departments of certain requests that are initiated by a customer but cannot be performed by the Service Department and make appropriate follow-up comments in database.
• Perform special projects and all other duties as assigned.

Qualifications

• High school diploma
• One year of customer service experience, or equivalent
• Must have a working knowledge of Microsoft applications or desire and ability to learn
• Strong organizational skills and outstanding communication skills are necessary to work in this fast paced and high-pressure environment
• Ability to work within a team environment

Work Requirements

• This job requires sitting for extended periods of time in an air-conditioned facility.
• Daily use of headsets to communicate with customers.
• Answering calls, typing, and navigating computer systems.
• The noise level in the work environment is usually moderate.
• Monday through Friday

The Alert Alarm Benefit:

Compensation starts at $18/hour

We offer a full benefits package including health, dental and eye insurance, Short Term Disability, Life Insurance, a 401k savings plan, paid-time-off benefits, training, opportunities for growth and development, and a team that cares about you. We even offer pet insurance!

EEOC Statement

Alert Alarm Hawaii provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws