Job Summary:
The Customer Experience Coordinator serves as a primary point of contact for customers and internal personnel by managing inbound and outbound communications related to service inquiries, customer concerns, account support, and technician assistance. This position is responsible for maintaining accurate customer records, utilizing company systems effectively, supporting field operations, and ensuring a high standard of customer service and departmental efficiency.
The Coordinator is expected to communicate professionally, resolve issues efficiently, follow established procedures, and contribute to team performance objectives while maintaining confidentiality and compliance with company policies.
To perform this job successfully, an individual must perform each essential job duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.
Alarm Detection Systems is an EEO employer.
Essential Functions and Responsibilities:
-
Handle inbound and outbound customer communications via telephone, email, and web submissions in a timely and professional manner.
- Respond to customer inquiries regarding accounts, service requests, billing concerns, scheduling, and general support needs.
- Assist field technicians by providing customer information, account details, troubleshooting assistance, and operational support as needed.
- Accurately document customer interactions, service activity, resolutions, and follow-up actions within company systems and databases.
- Coordinate and schedule service appointments, installations, inspections, fire department tests, subcontractor activities, and technician assignments to ensure efficient operations and customer satisfaction.
- Route and dispatch technicians based on service priorities, geographic considerations, technician availability, and operational requirements.
- Prepare and provide customer quotes for services, repairs, and installations while ensuring accuracy and timely follow-up.
- Serve as the primary liaison between customers, subcontractors, technicians, and external agencies, facilitating communication and ensuring work is completed according to schedule and customer expectations.
- Process service tickets, billing transactions, and operational paperwork, including completion of OPS processing and maintaining accurate records within company systems.
- Utilize ADS software platforms, databases, communication tools, and Customer Experience applications proficiently to complete assigned duties.
- Maintain a working knowledge of company products, services, procedures, and departmental workflows.
- Identify customer needs and recommend appropriate products or services when applicable.
- Escalate unresolved customer issues to the appropriate department or leadership personnel for further review and resolution.
- Demonstrate active listening, professionalism, and conflict resolution techniques during customer interactions.
- Maintain productivity, attendance, responsiveness, and quality standards established by department leadership.
- Support departmental coverage needs through schedule flexibility and dependable attendance.
- Participate in departmental meetings, training sessions, coaching opportunities, and continuing education initiatives.
- Maintain confidentiality and properly handle sensitive customer and company information.
- Adhere to all company policies, procedures, safety requirements, and regulatory standards.
- Perform additional duties and responsibilities as assigned by management.
Education/Experience:
- Required
- High school diploma or equivalent.
- Minimum of 1–2 years of customer service or call center experience.
- Prior experience in the alarm, security, service, or dispatch industry.
- Bilingual communication skills (Spanish/English).
- Preferred
- Prior experience in the alarm, security, service, or dispatch industry.
- Bilingual communication skills (Spanish/English).
Knowledge/Skills/Abilities:
-
Strong verbal and written communication skills.
- Ability to communicate professionally and effectively with customers, technicians, and internal personnel.
- Demonstrated customer service skills, including professionalism, patience, empathy, and problem resolution.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Strong organizational skills and attention to detail.
- Ability to maintain accurate documentation and records.
- Proficiency with Microsoft Office applications and ability to learn company-specific software systems.
- Ability to work independently and collaboratively within a team environment.
- Strong time management and prioritization skills.
- Ability to maintain composure and professionalism during difficult customer interactions.
- Knowledge of conflict resolution and de-escalation practices.
- Understanding of confidentiality standards and secure handling of sensitive information.
- Adaptability to changing procedures, technologies, and operational priorities.
Licenses/Certifications:
-
Must maintain a valid driver’s license and insurable driving record if operating a company vehicle or traveling for company business is required.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The position may require:
- Sitting or standing for extended periods.
- Frequent use of hands and fine motor skills.
- Speaking and hearing continuously during work hours.
- Use of computer monitors and office equipment.
- Ability to read and interpret information on computer screens and printed materials.
Work Environment:
This position operates primarily in an office environment and may require extended periods of telephone and computer use. Unless otherwise approved through company policy, this position is designated as onsite.
Alarm Detection Systems maintains a professional, quiet, and non-smoking work environment.
Company Benefits:
Alarm Detection Systems offers a comprehensive benefits package designed to support the health, well-being, and financial future of our employees:
- Medical Insurance with multiple plan options
- Dental Insurance
- Vision Insurance
- Life Insurance
- Paid Parental Leave
- Disability Coverage:
- Employer-paid Short-Term Disability
- Optional Long-Term Disability
- 401(k) Plan with tiered employer match
- Paid Time Off (PTO) starting at 3 weeks per year for employees
- Paid Holidays: 8 recognized holidays annually
- Employee & Friends/Family Discounts on security systems and monitoring services
- Pet Insurance Discount
- Employee Assistance Program (EAP)
- Tuition Reimbursement
- Company-sponsored events (friends and family welcome!)
- Continuous professional development opportunities
- A fun, positive, and high-energy work environment
Compensation:
The starting pay range for the Customer Experience Coordinator is $20-22 per hour , based on knowledge, skills, education, and experience.
#ADS25
