The Service Coordinator (SC) is responsible for the proactive answering of all incoming calls within the ASA goals. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined goals and metrics are consistently achieved and contractual agreements met. The primary function of the SC is to support the One Time Combination activities of the Customer Engineers (CEs) both US and Canada geographic region or territory. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for Client.
Education and Experience Requirements:
One to two years experience in the area of Customer Service and Support preferred Basic PC literacy Keyboard proficiency
Understanding of geographical areas and ability to utilize mapping tools for handling any CE Duress calls.
Understanding of Windows-based applications/tools
Relationship building skills Excellent communication skills, verbal and written as well as listening skills.
The main duties of the Service Coordinator include the following:
Accept ownership of calls routed to Handle Level one technical issue with Kaba Mass Locks and S&G Locks. SC handles escalate to Level II TSS agents as needed with technical lock issues.
Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall.
Providing a central point of communication for engineers and handling any incoming telephone Duress Calls that may require the need to be transmitted to the Local Law Enforcement Agency.
Escalating to the team leader and territory manager when a CE fails to follow Corp Security policies.
Ensuring the correct and timely closure and completion of all OTC calls.
Perform Lock monitoring functions per Corp Security Guidelines.
The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations.
The position involves prolonged periods of PC and telephone usage.
HOURS MAY VARY. Department is open 7am-midnight 365 days per year.
Current opening is for 11:30AM-10:30 PM 4 days per week.