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Customer Service Coordinator

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Job Reference: TX060817CSC
Number of Positions: 1
Job Category: Customer Service / Helpdesk
Contract Type: Full Time
Salary: Competitive
Location: Dallas, Texas
G4S Region: G4S Technology
Country:United States


G4S Business Unit:US - G4S Secure Integration
Closing Date: August 1, 2017

Job Introduction:

GENERAL SUMMARY

The Customer Service Coordinator has data entry responsibilities with emphasis on service tickets as well as dispatching co-ordination of help desk and field service technicians. Liaise with Technicians, Customers, Managers, Sub-Contractors and Suppliers to help drive delivery of unplanned and planned maintenance.  

Role Responsibility:

ESSENTIAL DUTIES AND FUNCTIONS

  • Organize unplanned (corrective) maintenance activities in accordance with published processes to agreed performance standards.  Including but not limited to:
  • Handle customer calls reporting faults within an agreed timeframe.
  • Act as a first line helpdesk to provide simple call resolutions and determine whether calls may benefit from being passed to technical support engineers
  • Coordinate with Field Operations for scheduling technicians to callouts quickly and in line with contractual requirements and to maximize productivity.
  • Process call completion information and ensure that in house systems are updated with all of the relevant information within a defined timeframe
  • Monitor calls that have not been completed within the first visit and ensure that follow up actions are completed as quickly as possible to speed up call resolution
  • Liaise with Field Operations personnel when needed to obtain satisfactory resolutions.
  • Organize planned maintenance (PPM), installation and survey activities in accordance with published processes to agreed performance standards.  Including but not limited to: 
  • Maintain accurate PPM information on the contracts database
  • Schedule PPM activities in line with contractual requirements and ensure activities are carried out and recorded
  • Communicate with customers to arrange visits.
  • Coordinate with Field Operations technicians to carry out visits efficiently so as to maximize their productivity and minimize cost
  • Organize Ad-Hoc installation and survey activities efficiently when required whilst retaining an effective reactive maintenance capability in the area.
  • Liaise with Operations personnel as required to progress activities.

 


The Ideal Candidate:

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

Entry level role with postsecondary education including an Associates or Bachelor’s degree preferred.  Experience in a customer service role can be substituted for a degree. Should possess good customer care skills with a strong customer focus orientation.  The ability to handle stressful situations, multitask, set priorities, and good workload management skills.  Individual must have exceptional verbal and written communication skills with the ability to interact and effectively communicate with all levels of management.  Should have strong data entry skills and experience with Excel and Word.  Experience utilizing CRM system preferred.  Experience in the low voltage industry(Access Control, Security, CCTV, DATA, Voice) is highly desirable.

LANGUAGE SKILLS

Communicates effectively in both oral and written English technical language, both in interpreting requirements and providing reports.  Should possess good customer service abilities along with refined grammar skills.  The position may require a lot of interaction with other departments and field employees and outside calls are frequently fielded and must be handled in a professional manner.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions.  On occasion the ability to interpret a variety of technical instructions in mathematical or diagram form.

PHYSICAL DEMANDS

While performing the duties of this job, the incumbent is regularly required to sit; use hand and fingers, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.  The incumbent is occasionally required to stand for long periods of time.  The incumbent may be required to lift and/or move up to 10 lbs. And occasionally lift and/or move up to 25 lbs.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

WORK ENVIRONMENT

While performing the duties of this job, the employee regularly works in an office environment.  There is low to moderate noise in this work environment.

 


About the Company:

Why work for G4S Secure Integration?

  • Global experts in the assessment, design, construction, maintenance and management of communication networks and electronic security systems
  • Over 20 Years of proven experience as an established large-scale systems integrator providing unified communications and security solutions
  • Financially Sound Company, Highly Regarded by Customers & Industry Peers
  • Highly Competitive Compensation Plan & Comprehensive Benefits Package

G4S Secure Integration is a systems integrator that brings innovative, flexible and cost efficient thinking to the design, construction and maintenance of stand-alone or integrated communication networks and electronic security systems.  For over two decades, we have offered commercial, industrial and governmental clients an efficient single point of contact for all their project issues. A trusted partner to customers and suppliers around the world, G4S Secure Integration takes great pride in delivering outstanding technology, superior customer service and a great return on investment.

G4S Secure Integration has deployed over 2 million fiber miles in more than 200 metropolitan and rural areas and completed over 1,500 large-scale, electronic security systems projects in the United States, Europe, Asia, Central America, and the Middle East.

Headquartered in Omaha, Nebraska, G4S Technology is managed by executives from the telecommunications, construction and security industries.  For more information, visit the company’s website at www.G4STechnology.com  or call (866) 221-5641.

We offer an attractive, competitive compensation plan, an outstanding comprehensive benefits package, and significant opportunity for professional growth and advancement in the rapidly expanding security/telecommunications industry.  We strongly encourage inquiries from qualified women and minority candidates.  While interest from all applicants for employment with G4S Secure Integration is genuinely appreciated, we can respond only to those candidates with qualifications closest to the job requirements.  For confidential consideration, please visit http://careers.g4s.com/  and apply on-line.  No phone calls please.

Equal Opportunity Employer/Minorities/Female/Disabled/Veteran

VEVRAA Federal Contractor

 


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Please Note: The application deadline for this job has now passed.

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