Customer Care Coordinator

• Project and Site Survey Coordination
  • Schedule and organize site surveys for system installations, modifications, and upgrades.
  • Track and monitor the progress of service orders, ensuring timely completion and customer satisfaction.
  • Collaborate with field technicians to ensure accurate information is relayed back to the client and update clients on the status of their projects.
• Documentation and Record Keeping
  • Maintain detailed and organized records of all customer interactions, service requests, and project progress.
  • Update the Customer Care system and MS Planner with relevant customer information, including service order details and follow-up actions.
  • Generate reports on service performance, track RMAs (Return Merchandise Authorization), and monitor billing requirements.
• Customer Satisfaction and Quality Assurance
  • Follow up with client’s post-service to ensure satisfaction and address any additional questions or concerns.
  • Conduct surveys and collect customer feedback to identify areas for service improvement.
  • Work with the Customer Care Team Leader to develop and implement quality assurance practices and ensure high standards of customer service.

Required Qualifications

• High school diploma or equivalent; Associate’s or Bachelor’s degree in a related field preferred.
• 2+ years of experience in a customer service or coordination role, preferably in technology, telecommunications, or a related industry.
• Strong understanding of structured cabling, access control, CCTV, and AV systems.
• Excellent written and verbal communication skills.
• Proficient with Microsoft Office Suite (Word, Excel, Outlook) and MS Planner.
• Strong organizational skills with an ability to manage multiple priorities effectively.

Preferred Qualifications

• Experience with project management tools and software.
• Familiarity with D-Tools or other AV/Technology management software.
• Technical knowledge of industry standards and installation practices for structured cabling, access control, CCTV, and AV systems.

Key Competencies

• Customer Orientation: Demonstrates a commitment to meeting the needs and expectations of customers.
• Problem-Solving: Identifies issues promptly, evaluates options, and implements effective solutions.
• Attention to Detail: Ensures that work is completed with accuracy and precision.
• Team Collaboration: Works effectively within the Customer Care team and across departments to ensure seamless customer service.

Working Conditions

• Office environment with occasional site visits as needed.
• Must be able to work flexible hours and occasional overtime based on client demands.