Service Coordinator
Service Coordinator
Why Aurum?
We are a passionate home integration company driven to deliver the best products, solutions, and overall experience for our clients. If you love home automation including home theater, AV, lighting, motorized shade, and network – among other technologies, we are likely a great home for you to consider. We believe our success is rooted in our people which is why we seek driven, motivated, determined, and honest teammates.
We are a tight knit community which thrives on creating and fostering a culture rooted in excitement and energy for learning and encouraging our collective growth and progress as the leaders in the home automation industry. We believe in encouraging and supporting our team members to grow not only professionally, but also in their personal lives with flexible schedules and paid time off along with superior benefits. With roles and experience spanning multiple disciplines and a coaching and learning atmosphere, we are always interested to hear from folks who might share the same passion and interests.
Position Overview
The primary role of this position is to support the Director of Client Services and oversee the resolution of service requests from clients. This is an office position that fields customer intake and serves as the initial point of contact for customer inquiries during business hours. This role is a non-technical role that supports the service team with consistent data collection while providing clear scheduling expectations and next steps with clients. The nature of this position requires excellent verbal and written communication skills to capture all relevant project information. This position manages scheduling onsite and remote service work to maximize onsite team efficiency via clear, concise, and relevant client information. This person is also responsible for service invoicing and follow up.
Core Responsibilities
- Forward all service related inquiries to Basic Support
- Maintain prompt customer email and phone communication during business hours
- Create service orders for all service calls and submit for invoicing twice a month (Billable and Warranty)
- Manage & solves service tickets in internal ticketing system on a monthly basis
- Respond to ticket escalations that have been assigned to Advanced Support and set scheduling expectations
- Assess the service requests of clients
- Manage and schedule Director of Client Services in accordance with service requests
- Cross-reference client information with existing database to ensure accuracy
- Identify new clients or updates that need to be added to the database
- Forward new client information to the accounting department for processing
- Collaborate with the Director of Client Services to resolve issues and provide high level customer service
- Assist Director of Client Services with RMA follow up
- Work with Director of Client Services to capture, document and prepare product lessons learned and best practices to field techs and other relevant stakeholders to improve customer experience, quality, and efficiency
- Work with Warehouse Manager to determine product arrival for scheduling service requests
- Increase product knowledge and skill set by participating in educational opportunities and training
Professional Qualifications
- Excellent interpersonal skills
- Self-driven and able to work independently and remain on task
- Must be highly organized and able to multi-task and organize priorities
- Strong analytical skills and experience troubleshooting
- Problem-solving and critical thinking skills
- Ability to properly navigate client concerns and de-escalate situations
How Aurum supports our team?
- Competitive pay rate based on level of experience
- Well-rounded health benefits package including medical, vision, and dental
- 401K plan + company matching funds
- Life insurance
- Paid training
- Paid vacation, sick time, and holidays
- Cell phone stipend
