Customer Support Coordinator Pointe Alarm is looking for an experienced Customer Support Coordinator to join our office team. We're looking for someone with strong customer service and administrative experience who is comfortable helping customers solve problems and seeing issues through from start to finish. Experience in the alarm or security industry is a plus, but it is not required. We're also very interested in candidates who have worked in service-based industries such as HVAC, plumbing, electrical, fire protection, restoration, construction, or similar businesses where office staff work closely with both customers and field technicians. This position combines customer support, administrative responsibilities, and service coordination . You'll work directly with Pointe Alarm customers, help with their alarm systems and accounts, coordinate with technicians and other departments, and make sure customer requests don't fall through the cracks. Responsibilites Answer incoming customer calls and emails and provide professional, helpful support Assist customers with questions about their alarm systems and services Help customers troubleshoot basic alarm system issues Place alarm systems on test with the monitoring center when appropriate Assist with basic alarm events, system communication issues, user questions, and other common customer needs Help customers understand how to use their alarm systems and related services Determine when an issue can be resolved remotely and when a technician or additional support is needed Follow up with customers to make sure issues are resolved Escalate technical or account issues to the appropriate team member when necessary Service & Customer Coordination Create, update, and maintain service work orders Coordinate customer needs with technicians and other office staff Assist with scheduling service appointments and technician visits Communicate appointment information, technician updates, and service status to customers Follow up on open work orders and outstanding customer requests Help ensure customer issues move from initial contact through resolution Communicate effectively between customers, technicians, monitoring personnel, and office staff Administrative Support Maintain accurate customer account information and documentation Update work orders, notes, and customer records Review information for accuracy and completeness Complete customer and service-related administrative tasks Work with other departments to resolve account and service issues Keep track of open items and follow through without requiring constant direction What We're Looking For 2+ years of customer service, administrative, customer support, or service coordination experience preferred Experience in the alarm/security industry is a plus, but not required Experience with HVAC, plumbing, electrical, fire protection, restoration, construction, or another field-service company is strongly preferred Strong customer service and communication skills Comfortable helping customers work through problems over the phone Strong administrative and computer skills Experience with work orders, service tickets, CRM software, or field-service management systems is a plus Excellent organization and attention to detail Ability to manage multiple priorities and keep track of open issues Comfortable communicating with customers and field technicians Strong problem-solving skills and good judgment Able and willing to learn alarm systems, monitoring procedures, and basic troubleshooting Professional, dependable, and able to work independently Someone who takes ownership of an issue and follows through until it's handled Who We're Looking For The right person for this position enjoys helping customers but is also highly organized behind the scenes. You may have worked in the office of an HVAC company, plumbing company, electrical contractor, security company, or another busy service business where customers call because they need something handled. You don't need to already be an alarm-system expert. We can teach the right person our systems and procedures. What we're looking for is someone who already knows how to communicate professionally, troubleshoot problems, stay organized, learn quickly, and take ownership of customer needs.

Pay:

$20.00 - $30.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Dental insurance Health insurance On-the-job training Paid time off Vision insurance

Work Location:

In person