Service Coordinator

Position summary

In the role of Customer Service and Project Coordinator, the primary responsibility is providing exceptional service to our customers by managing the schedules of our technician team and proactively coordinating the completion of service orders. The Customer Service and Project Coordinator must thrive in a fast-paced environment with high deliverables and develop excellent working relationships with the technician team and our clients.

Responsibilities and Duties

• Answer the phone for service calls and respond to voicemails within 1 business day hour

• Respond to emails within 24 hours (customers or SMS employees)

• Log service calls in FieldEdge with the following information:

  • Who is calling - name and title

  • Phone number calling from

  • Details of problem

  • Urgency

  • Ask for updated details if information is missing or is outdated in customer file

• Assign the appropriate technician to the service call based on skill and availability and add to calendar in FieldEdge

  • Monitor the route and status of technicians to coordinate and prioritize their schedule

  • Noting irregularities and contacting technicians if irregularities are noticed

  • Ensure technicians are clocked in by 9:00 am

  • Preparation of schedule done the day before

  • Indicate and track absences in FieldEdge

• Handle work orders once they’re completed to ensure follow up is taken if necessary

  • Read through service call notes as they come in a tag appropriately

  • Forward equipment request to Allan

  • Send quote through FE (under Sean’s supervision)

What SMS Security offers

• Amazing team and engaging managers

• Competitive pay

• Training provided on the job.

• Health benefits.

• Family atmosphere at a company that believes on growth and opportunities from within

SMS security is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. SMS security does not discriminate on the basis of disability, race, creed, gender or any other basis protected under federal, state, or local laws.