Sr. Service Operations Coordinator at Vector Security, Inc. in Gainesville, Virginia

Job Description:

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as a Sr. Service Operations Coordinator.

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members. 

  The Sr. Service Operations Coordinator job will be Remote.

The Sr. Service Operations Coordinator is responsible for managing the dispatch of Vector Security Networks for Service Department repair and preventative maintenance issues.  Responsible for managing technician response and repair times, and escalating according to VSN and customer guidelines.  Manages a large dispatch territory or multiple territories to ensure timely and cost-effective service.  Provides training on Service Operations procedures.

What You’ll Do:

Dispatch

• Process all service work orders in D365 which are assigned to designated territory and which fall under regular service or maintenance requirements.


• Gather estimated response and repair dates from technicians and ensure dates are within Service Level Agreements.


• Manage technician workload to include reassigning work orders as needed to maintain SLA metrics


• Provide support to other regions as required due to staffing, volume, and emergency needs.

Escalation Handling

• Prioritize work orders based on the requirements of the customer or jurisdiction as well as the urgency of the scope of work


• Facilitates flow of information between the technicians, Specialized Operations Coordinators, and management.

Communication

• Respond to customer’s requests for status updates on open work orders and provide proactive communication for response outside of SLA requirements.


• Communicate with technicians to facilitate the successful completion new and open work order.


• Follow up with technicians on completed work orders to gather information for customer or billing inquiries as needed for approval.

Reporting

• Update internal customer reporting as required by customer Service Level Agreement with respect to assigned territory.


• Provide feedback and metrics on all technicians in territory to Contractor Management and leadership.

Training

• Provide initial training support for new hire Operations Coordinators


• Provide ongoing training for team regarding process improvements and development.

What You’ll Need:

• High School or equivalent qualification.


• 3-4 Years Customer Service experience.
  
  
  
  • Regular customer-facing communications required
  
  
  
  


• Excellent Communication & Interpersonal skills.
  
  
  
  • Efficiently communicating with internal & external customers
  
  
  
  


• Time Management
  
  
  
  • Balancing various tasks, task switching, prioritizing requests
  
  
  
  


• Excellent Customer Service Skills
  
  
  
  • Ability to handle difficult customers
  
  
  
  

What You’ll Get:

 In addition to competitive pay, we offer a comprehensive “Total Rewards” package including: 

•  Medical, dental, and vision coverage 


• HSA/FSA programs


• Company paid life and AD&D insurance 


• Company paid short- and long-term disability 


• Voluntary benefit products 


• 401k retirement savings plan after just 60 days 


• 7 Company Holidays, plus 2 Floating holidays of your choice 


• Paid Time Off


• Tuition reimbursement 


• Employee Assistance Program (EAP) 

About Us: 

We are the fourth largest security integrator in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected, and empowered, one customer at a time. 

 Our Values: 

• 
  Win as a team 


• 
  Do the right thing 


• 
  Make a difference every day 


• 
  Get it done 


• 
  Think big 

 

If you share these ideals, we'd love to hear from you! 

Vector Security is a Drug-Free Workplace 

Vector Security is an Equal Opportunity Employer 

 All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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