Service Coordinator - Tier 1 in Honolulu, Hawaii

Location

Honolulu, Hawaii

Job Type

Full-time

Company

HiEmployment

About the role:

The Service Coordinator is responsible for ensuring high-quality customer interactions by

handling service requests, troubleshooting technical issues and dispatching field technicians. This role requires strong communication, problem-solving and administrative skills to maintain customer satisfaction and operational efficiency.

Job Type: Full-time; temp to hire

Schedule: Monday – Friday: 7:30am-4pm

Pay: $19/hr

Start: Immediately

Parking: Available

Key Responsibilities:

• Assist customers in troubleshooting technical issues over the phone and remotely program intrusion systems.

• Investigate and resolve service problems by identifying root causes, ensuring complete

resolution and following up with customers.

• Schedule and dispatch field technicians for service requests, emergency service, and routine inspections.

• Support field technicians remotely by completing administrative and technical tasks, ensuring accurate and thorough documentation of service tickets.

• Enter and track service work orders, verify completion of technician tasks and update customer accounts accordingly.

• Handle customer complaints with professionalism and empathy, working toward satisfactory resolutions.

• Process customer requests for sales, renewals, re-signs, upgrades and reactivations via phone and email.

• Negotiate service call costs to align with budgetary constraints and maintain cost efficiency.

• Collaborate with internal teams, field technicians and dispatch to ensure 24/7 system

functionality and timely issue resolution.

• Identify and escalate recurring service issues to appropriate departments for resolution and process improvement.

• Maintain accurate customer records and ensure quality control through detailed documentation and follow-up actions.

• Participate in team meetings and training sessions to enhance skills and knowledge.

• Other duties as assigned.

Qualifications & Skills:

• High school diploma or equivalent

• 3+ years previous successful experience in a customer service role, interacting with customers via telephone and email preferred.

• Strong problem-solving and troubleshooting skills, both technical and administrative.

• Excellent verbal and written communication skills.

• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

• Experience in customer service, technical support, or service coordination preferred.

• Proficiency in using database systems to maintain and track customer and service records.

• Ability to work collaboratively with various teams to ensure efficient service delivery and

customer satisfaction.

Work Requirements:

• This job requires sitting for extended periods of time in an air-conditioned facility.

• This job involves using a computer for extended periods of time.

• Daily use of headsets to communicate with customers.

• Answering calls, typing, and navigating computer systems will involve repetitive movements within a fast-paced and high expectation call center environment.