Customer Service Center Coordinator - Building Automation/HVAC, Fire Alarm and Security Systems - Irving, TX
Business Unit: Region Americas
Requisition Number: 222212
Primary Location: United States-Texas-Irving
Assignment Category: Full-time regular
Experience Level: Entry level
Education Required Level: High School Diploma / (GED)
Travel Required: No
Provide normal coordination, dispatch and documentation of all Enterprise Account calls that come in for various disciplines handled by Siemens Industry; Building Technologies and support of other Sectors. All candidates must be willing to work weekly shifts during the anticipated hours of 6:00 AM - 6:00 PM, which may include weekend days. Have the ability to cover additional alternate days/schedules to meet department needs.
Effectively coordinates and schedules field technical service activities and resources to ensure customer expectations and commitments are met while delivering high quality service to assigned product lines.
Provide support, information, prioritization and coordination of assignments for field service personal for emergency service dispatch and national account call handling. Serves as the main point of contact for all service customers to ensure expectations are being met.
Ensure all service requests and dispatches are well documented, coordinated, prioritized and organized for review, or follow up action whenever necessary.
Utilize, maintain and update all call handling and special services process documentation, and follows processes to maintain quality completion of all work.
Required Knowledge/Skills, Education, and Experience
High School or GED required.
3-5 years experience in customer service call handling, dispatching and service response in a related or technical industry required.
Self motivated with strong customer satisfaction and service focus, with good organizational, interpersonal and verbal and written communication skills.
Knowledgeable in Microsoft Office, PC and business software systems (i.e. SAP), and telephone call handling, and ability to work during times of high call processing activity and time constraint demands.
Preferred Knowledge/Skills, Education, and Experience
Technical school or Associates degree (2 year).
Experience with controls, HVAC, Fire Alarm and Security systems.
Prior use of third party ticketing systems (Corrigo, Service Channel, etc.)
Prior knowledge of Alarm Monitoring software platforms