Customer Service Coordinator

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.