Service Coordinator: Home Automation

Job Description

Salary: 30-35/Hour DOE

Electronic Environments is an industry leader in customized residential technology solutions. For over 35 years, our focus is to provide clients with simple-to-use solutions of the latest A/V and environmental controls. EENY brings unmatched knowledge and experience along with the highest standards to our clients in the New York Tri-state area and beyond. We pride ourselves having driven and collaborative teams: exceptional people delivering exceptional results! Join our diverse group of highly talented individuals who contribute to Electronic Environment’s fast paced, casual, and supportive work environment.

We are currently looking for a Service Coordinator to work in our New York City office. Residential A/V experience is preferred.

Responsibilities and Duties

Provide and maintain elevated standards of client support by phone and via email including but not limited to:

Remote troubleshooting by requesting and sourcing information from a client or client representative.

Rebooting of client systems via multiple software platforms.

Handle technical remote troubleshooting in the following areas:

Audio & Video Distribution Concepts and Equipment

HDMI Baluns

HDMI Matrix Switches

Fiber Baluns

Video over Network Distribution Equipment

IR, RS-232 and Network Control protocols

Networking

VPN Connections

Port Forwarding

Crestron Control Systems

Savant Control Systems

MAC OS

Create and update service tickets and service upgrade tickets within project software.

Coordinate with clients to accept payments for overdue or current service bills.

Maintain and update client information.

Initiate equipment repairs or replacements with vendors. Track progress and proceed to schedule re-installation of repaired/replaced units as applicable. Update service ticket with project information and status.

Review web resource tools to proactivity identify client needs based on historical data, previous service calls, and current alerts.

Coordinate with internal stakeholders to schedule delivery and pickup of product for upgrades or service tickets.

Confirm appointments, timeline for access and point of contact for service dispatch, provide notes in project software.

Provide service technician with accurate notes and documentation on the issue(s), state what has already been addressed and what is required on site.

Confirm appointments with clients prior to dispatching.

Assist with emergency client requests as needed, provide clients with reasonable expectations for repair.

Work alongside sales team to transfer applicable tickets to upgrade proposals.

Job Qualifications

3-5 years’ experience working within a customer service base environment with high end clientele.

High school diploma or equivalent required, bachelor's degree preferred.

Technical experience with remote troubleshooting AV and networking equipment, ideally in the home automation sector.

Working knowledge of Creston, Savant, Lutron control systems.

Professional phone edetate, strong written communication skills and ability to balance several communication platforms simultaneously.

Experience interacting with stakeholders at all levels; over communicator.

Demonstrated ability to self-motivate and follow-through.

Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.

Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.

Aptitude for working within multiple software platforms.

Our company benefits include:

Competitive salary based on experience

Insurance benefits (Medical, Dental, Vision, FSA, Life, AD&D, LTD)

401(k) retirement plan

Generous PTO policy

Access to employee purchase opportunities

Casual work environment & strong commitment to work/life balance

Continuous training opportunities as well as attendance to industry conferences