Service Coordinator

About Us

Tech Electronics provides systems and services that help our customers work smarter, feel safer, and collaborate more effectively. Headquartered in St. Louis, Missouri with seven offices across the Midwest, we specialize in low voltage life safety and communication systems for the education, healthcare, construction, government, commercial-industrial, SMB, and worship industries. From fire alarm installation and testing to security cameras and video surveillance, our tailor-made solutions deliver connection and protection.

We pride ourselves on bringing a unique family atmosphere to an ever-evolving technology marketplace. Our people have made us special for nearly 60 years, and we prioritize giving motivated individuals opportunities to develop their talents and live their lives to the fullest.

About the Role

The Customer Service Coordinator processes service requests received by telephone, website, and e-mail from customers. This role provides a superior level of customer service and technical support by taking ownership of issues from initial work order creation to final resolution, including initial troubleshooting and resolution support when possible.

Responsibilities

• Receives and processes all customer requests for service on their communication system via telephone, website, or e-mail.
• Ensures all information is obtained from the customer so service personnel can properly resolve the issue within the first service call, meeting customer expectations for response and resolution time frames.
• Provides initial technical assistance to customers by addressing service issues across Tech Electronics' systems for all offices as assigned or requested.
• Takes ownership of customer interactions, utilizing Service Desk procedures for follow-through, tracking, and logging of all calls.
• Resolves customer inquiries in a timely manner to achieve 100% customer satisfaction.
• Serves as the first point of escalation for customers; escalates technical issues to manufacturer or Senior Help Desk Specialist as needed.
• Communicates chronic system application problems and issues, as identified by customers, to the Customer Experience Manager for escalation and resolution.
• Works on special projects to improve service levels and support Service Desk initiatives as assigned or requested by management.
• Determines whether calls will require additional manpower, remote support, and orders parts as necessary.
• Obtains industry and/or manufacturer certifications as required by their manager; proactively reviews and assists their manager in developing their own education and certification plan.
• Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment.

Requirements

• Associate’s Degree in electronics, computer science, information sciences, or equivalent work experience.
• Two years of experience working in the service industry of technology systems and/or two years of help desk support experience.
• CompTIA A+ Certification is a plus.

Employment is contingent on passing a drug and background screen.

Benefits

• Health, Vision & Dental Insurance on DAY ONE
• Company cell phone
• Paid Time Off & Accrued Personal Time
• Tuition Reimbursement
• Long-term & Short-term disability
• Generous Holiday Schedule
• Relaxed Family Culture
• Teladoc, SurgeryPlus, & other medical benefits