Customer Service Coordinator

Job Description

Summary:

GSSC is privately owned and locally operated, seeking an experienced Customer Service Coordinator based out of Bloomington to join our team! Founded in 1946, GSSC remains one of the largest privately held security companies in the Midwest.

The Customer Service Coordinator is responsible for the oversight/scheduling of service department activity and associated technical staff, ensures prompt response to all customer and company-initiated service issues, and communicates effectively with technical staff and external customers.

Benefits:

401(k) match

Medical, dental, vision

Life insurance, short term disability and long term disability

Competitive pay

Competitive PTO

Paid holidays

Hours:

This is an in-person position. Hours are Monday-Friday from 8:00am - 4:30pm.

Job Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the job responsibilities.

Take calls from customers regarding service issues, troubleshoot basic issues, escalate to technical support staff, or scheduling an on-site service call

Responsible for scheduling of all service and fire technicians

Provide accurate, detailed, and timely paperwork and reports to management

Process all completed service work orders through to accounting within designated timeline for invoicing

Communicate with customers regarding scheduled work, providing updates on work-order status, and/or preventative maintenance visits

Assist customers with their questions on service issues

Communicate to management any service interruptions affecting scheduled work or emergency service calls

Update manuals, safety practices, and technical information as needed

Set customer expectations and communication to all stakeholders

Responsible for customer follow-up and communication after site visits

Provide administrative support to all levels of technical staff (this position is the first point of contact for field service staff)

All other duties, as assigned

Minimum qualifications include the following:

Three years working in a customer service environment

High school diploma

Ability to follow the GSSC core values

Strong conflict management and problem-solving skills

Excellent written and verbal communication skills

Ability to read and effectively interpret general business documentation

Superior customer service skills to communicate with both internal and external customers

Ability to manage multiple tasks simultaneously

Ability to organize and prioritize job duties to meet deadlines

Strong interpersonal skills and ability to work with diverse groups and upset customers

Proficient in Microsoft Office including Word, Excel, Access, PowerPoint, and Outlook

Ability to learn GSSC software

Ability to effectively handle stressful situations and changing business demands that will change the schedule daily

Expectations:

Demonstrate planning, organizing and implementing skills which allow the successful completion of a service request or project by a specific due date

Positive, supportive, and collaborative mindset

Must be responsible, self-motivated, self-starter, personable and well-organized

We are an EOE/AA/DISABILITY/VETERANS/GENDER NEUTRAL employer. Historically underrepresented candidates strongly encouraged to apply.