Service Coordinator - Military veterans preferred

Visual Sound Inc

TITLE: Service Coordinator

ABOUT THE ORGANIZATION: It takes a special company to stand out in today’s highly competitive audio visual (AV) market. Welcome to Visual Sound, the company that exceeds your AV expectations. With Visual Sound, you will enjoy the benefits that come from partnering with highly-trained, industry-certified professionals who offer much more than just technical “know how.” Emphasizing prompt, professional service, customized solutions and the highest quality work, we ensure that your system is perfect for your space, your needs and your budget. With decades of experience in designing, building and servicing cutting-edge AV solutions, Visual Sound stands out from the crowd. Our ability to grow and adapt to the latest technology and customer needs has made us a leader in the industry. A widely-recognized supplier of AV solutions, our flexibility allows us to provide a variety of services to a wide range of industries. From classrooms to courtrooms, boardrooms to lecture halls, and houses of worship to corporate complexes.

DESCRIPTION:

As a first responder of the Service Department, the primary objective is taking ownership of each customer support call and managing requests in a thorough and efficient manner to ensure complete satisfaction. We are seeking a technical professional that will bring a balance of AV systems knowledge, prior client-facing experience, and ability to offer quality customer relationship management services.

Main responsbilities of the role include: Aiding and coordinating with field dispatch efforts in support of our customers, maintain focus on customers by owning their technical issues and seeing them through to resolution, and connecting with each customer by providing consistent/clear communication in adherence to the process.

Additional Responsibilities & Duties:

1. Assist customers with their questions and technical issues
2. Support troubleshooting, installations, service workflows, and coordination with Project Management team
3. Handle customers via helpdesk phone and technical support email requests
4. Investigate and resolve user issues and problems
5. Listen and respond to customers’ needs and concerns
6. Accurately record details of customer contacts and actions taken
7. Research answers or solutions as needed
8. Resolve all customer service issues with management
9. Schedule service and maintenance field dispatches
10. Provide timely feedback to the company regarding service failures or customer concerns
11. Communicate service status with customer
12. Build sustainable relationships of trust through open and interactive communication
13. Effectively manage large amounts of incoming calls
14. Close tickets and process customer billing
15. Provide Phone helpdesk support
16. Service RMA – Return Material Authorization
17. Administrative Support
18. Perform other activities and responsibilities as directed by the Service Manager

POSITION REQUIREMENTS:

Skills

1. Ability to multi-task in fast paced environment

2. Demonstrates hands-on technical fluency and coordination abilities

2. Excellent communication skills

3. Detail oriented

4. Strong problem solving and customer service abilities.

5. Proficient in MS Office, including Word, Excel, Outlook

6. Ability to troubleshoot technical issues for all VSI customers preferred

Educational and Experience Requirements

1. Post high school technical degree (e.g. A.A.)

2. Advanced industry knowledge and experience with audio and video products highly preferred

3. Minimum three to five years related experience preferred

4. Completion of internal training

5. CTS certification is a PLUS

Reporting Relationship

This position reports to the Service Manager

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable Federal, state and local laws.

LOCATION: Visual Sound - Broomall

EOE STATEMENT: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.



Equal employment opportunity, including veterans and individuals with disabilities.

PI277615652