Job Description

Job Location Eatonton, GA 31024

The Service Coordinator is the first point of contact for our clients when it comes to system service, monitoring, and support. This highly interactive role focuses on providing an exceptional customer experience—ensuring every call, service request, and alarm activation is handled efficiently, professionally, and with care. The Coordinator works closely with the Service Manager, field technicians, and monitoring partners to keep projects and service operations running smoothly.

Key Responsibilities

• Act as the primary customer contact for all incoming security service calls, emails, and inquiries—providing a friendly, professional, and responsive experience.

• Listen and assess client concerns, gather system details, and coordinate next steps with the appropriate technician or manager.

• Manage and maintain security system contracts, including new activations, renewals, cancellations, and monitoring transitions.

• Oversee alarm monitoring setup and coordinate communication with central station partners.

• Schedule and dispatch service tickets, ensuring accurate job notes and timely technician response.

• Follow up with clients after service visits to confirm satisfaction and resolution of issues.

• Track service billing, product returns, and warranty parts, keeping customers informed on status updates.

• Provide basic troubleshooting support over the phone for alarm and panel-related issues when possible.

• Maintain accurate and detailed customer information in CRM/service systems.

• Support the Service Manager with reporting, documentation, and coordination of recurring maintenance programs.

Qualifications

• High school diploma or equivalent required; associate’s degree preferred.

• 2+ years of customer service or coordination experience (security, monitoring, or AV industry preferred).

• Strong interpersonal and communication skills—able to convey technical details clearly and empathetically to customers.

• Excellent phone etiquette, patience, and professionalism under pressure.

• Proficient in MS Office Suite and CRM/service management tools (e.g., D-Tools, ServicePro, or similar).

• Highly organized with strong attention to detail and follow-through.

• Ability to manage multiple priorities in a fast-paced environment.

• Self-starter who takes ownership of customer satisfaction from start to finish.