• Job Description

  Req#: SHSVC007899
  At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we'd like to invite you to join our team as a Shared Services Customer Experience Service Coordinator!
  
  Location: Remote - US/USA
  
  There are various shifts and schedules available:
  
  Monday - Friday, 10:30am - 7:00pm EST with rotating holidays
  
  Monday, Tuesday, Thursday, Friday 10:00am - 6:30pm and Saturdays 8:30am - 5:00pm EST with rotating holidays.
  
  Monday, Tuesday, Wednesday, Friday 10:30am - 7:00pm EST, and Saturdays 8:30am - 5:00pm EST with rotating holidays.
  
  Summary:
  
  In this position, you will be responsible for supporting customers by coordinating the scheduling of inspection work orders, including fire inspections, CO inspections and annual recurring inspections. Contact customers regarding trouble notifications and attempt to resolve and/or schedule service when needed.
  
  What You'll Do:
  
  
  • Coordinate with customers and schedule auto-generated work orders to include fire inspections, CO inspections and annual recurring inspections.
  • Review and research accounts based on notification of trouble conditions from ADC, Alarmnet, Uplink, and other related items, contact customers and provide technical support to resolve and/or schedule as needed.
  • Support field service technicians as needed.
  • Discuss referral program with customers.
  • Get information or direct customer to Vector's website.
  • Discuss new products and offerings.
  
  
  What You'll Need:
  
  
  • High School diploma or equivalent
  • 1-2-Years of relevant customer service or scheduling experience
  • Able to communicate effectively and professionally to customers
  • This includes but is not limited to displaying an upbeat and respectful demeanor, demonstrating patience, empathy, soft skills, effective listening, and adapting to our different customer dialects
  • Written and verbal communication skills; ability to communicate with customers in a variety of ways such as via telephone, email, chat
  • Able to make sound decisions and be accountable for the decisions made
  • Decisions are often made using deductive reasoning and negotiating an acceptable resolution-always doing the right thing for both our customers and our business
  • Company-specific monitoring center software for CRM and scheduling
  • Able to become proficient in these business systems in order to demonstrate competency with company specific processes and procedures
  • Have basic technical ability to understand and explain necessary steps to customers
  • Must complete ADC Technician Certification training within 90 days
  • State licenses and technical certifications as needed to access customer accounts
  • Able to work from home (Vector-provided equipment) without distraction
  
  
  What You'll Get:
  
  We offer a "Total Rewards" package including:
  
  
  • Competitive compensation with incentive eligibility
  • Medical, dental and vision coverage
  • Company paid life and AD&D insurance.
  • Company paid short- and long-term disability.
  • Voluntary benefit products
  • 401k retirement savings plan
  • Flexible Spending Account
  • Paid time off
  • Tuition reimbursement
  • Employee Assistance Program (EAP)
  
  
  About Us:
  
  We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time.
  
  Our Values:
  
  
  • Win as a team.
  • Do the right thing.
  • Make a difference every day.
  • Get it done.
  • Think big.
  
  
  If you share these ideas, we'd love to hear from you!
  
  Vector Security is a Drug-Free Workplace
  
  Vector Security is an Equal Opportunity Employer
  
  All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.
  
  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
  
  This employer is required to notify all applicants of their rights pursuant to federal employment laws.
  For further information, please review the Know Your Rights notice from the Department of Labor.

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