Sr. Service Operations Coordinator

Location: Hybrid/Remote- US/USA

Summary:

As a Sr. Service Operations Coordinator, you will be responsible for managing the dispatch of Vector Security Networks for Service Department repair and preventative maintenance issues. You will also be responsible for managing technician response and repair times and escalating according to VSN and customer guidelines. Manages a large dispatch territory or multiple territories to ensure timely and cost-effective service. Provides training on Service Operations procedures.

What You'll Do:

• Dispatch:

• Process all service work orders in D365 which are assigned to designated territory, and which fall under regular service or maintenance requirements.

• Gather estimated response and repair dates from technicians and ensure dates are within Service Level Agreements.

• Manage technician workload to include reassigning work orders as needed to maintain SLA metrics.

• Provide support to other regions as required due to staffing, volume, and emergency needs.

• Escalation Handling:

• Prioritize work orders based on the requirements of the customer or jurisdiction as well as the urgency of the scope of work.

• Facilitates flow of information between the technicians, Specialized Operations Coordinators, and management.

• Communication:

• Respond to customer's requests for status updates on open work orders and provide proactive communication for response outside of SLA requirements.

• Communicate with technicians to facilitate the successful completion new and open work orders.

• Follow up with technicians on completed work orders to gather information for customer or billing inquires as needed for approval.

• Reporting:

• Update internal customer reporting as required by customer Service Level Agreement with respect to assigned territory.

• Provide feedback and metrics on all technicians in territory to Contractor Management and leadership.

• Training:

• Provide initial training support for new hire Operations Coordinators.

• Provide ongoing training for team regarding process improvements and development.

What You'll Need:

• High School or Equivalent Qualifications.

• 3-4 Years: Customer Service Experience:

• Regular customer-facing communications- Required.

• Communication & Interpersonal Skills:

• Efficiently communicating with internal & external customers.

• Time Management:

• Balancing various tasks, task switching, prioritizing requests.

• Customer Service Skills:

• Ability to handle difficult customers.

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.