Service 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.

Alarm Detection Systems is an EEO employer.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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

• 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.

• 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.

• Maintain a driver’s license, an insurable driving record, and be capable of driving on company assignments.

• Sitting
• Standing
• Walking
• Fine Dexterity
• Talking
• Hearing
• Vision
• Color Vision

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…