Storm Smart is one of the largest manufacturers of storm protection products in the Americas. Since our start in 1996, we have helped over 100,000 homeowners increase the value of their property by making their homes both safer from storms and more energy efficient. We continue to revolutionize the storm protection industry powered by the most talented people with an unwavering drive to be the best.
Because we believe in our workforce, you will be welcomed into a winning culture that encourages continuous improvement, a challenging and rewarding work environment with a genuine desire to see each other succeed.
We also offer the following:
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Competitive Pay
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Health, Dental and Vision
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Company-paid Group Life Insurance
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Paid Time Off
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Holiday Pay
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Generous 401(k) plan that includes a 4% employer match.
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Tuition reimbursement
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Company-paid Short Term Disability Plan
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Critical illness, Hospital Indemnity, and Accident plans
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Volunteer Time Off
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Parental Leave
At Storm Smart, our success depends on people, productivity, and procedures.
The Service Coordinator is the first point of contact for Storm Smart customers with post-installation service needs. This role owns the service cycle — from answering inbound calls and resolving issues by phone where possible, to scheduling appointments, coordinating material orders (via internal team), and confirming appointments with customers. The ideal candidate is organized, calm under pressure, and genuinely committed to delivering the service experience Storm Smart's reputation was built on.
Key Responsibilities & Duties:
- Receive inbound contacts from customers via various channels and manage according to company procedures.
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Answer inbound customer service calls promptly and professionally, gathering accurate information about the nature of the issue
- Triage service requests by phone, resolving straightforward issues remotely when possible to avoid unnecessary dispatches
- Schedule service appointments based on technician availability, customer location, and issue priority
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Submit tasks and material requests in advance of scheduled appointments to ensure technicians arrive prepared
- Place confirmation calls to customers prior to their appointments, verifying scheduling details and setting clear expectations
- Maintain accurate records of all calls, service interactions, appointments, and follow-up actions in company systems
- Result/Disposition all handled calls in the company’s communication platform
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Communicate appointment status, delays, or changes to customers and the service team in a timely manner
- Escalate complex or unresolved issues as appropriate
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Meet personal/team qualitative and quantitative targets.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Please note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities required of the employee for this job. Duties, obligations, and activities may change at any time, with or without notice.
Required Skills/ Abilities:
- Must have excellent written and verbal communication skills.
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Able to analyze and solve problems as they arise.
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Must posses a customer-centric mindset.
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Must be able to multi-task and to prioritize.
- Must be able to manage stressful situations and escalated customers.
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Must be organized.
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Must be able to wear a headset.
- Education/Experience/Licenses/Certifications:
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High school diploma or equivalent
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Prior experience in customer service or office administration
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment is in an office setting with the noise level of quiet to moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to sit, use hands, and talk or listen. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds.
Storm Smart is an Equal Opportunity Employer (EOE) that values and respects the importance of a diverse and inclusive workforce. It is our policy to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity.
