Service Coordinator: Home Automation

Job Description

Job Description

Salary : 30-35 / Hour DOE

Electronic Environments is an industry leader in customized residential technology solutions. For over 35 years, our focus is to provide clients with simple-to-use solutions of the latest A / V and environmental controls.

EENY brings unmatched knowledge and experience along with the highest standards to our clients in the New York Tri-state area and beyond.

We pride ourselves having driven and collaborative teams : exceptional people delivering exceptional results! Join our diverse group of highly talented individuals who contribute to Electronic Environment’s fast paced, casual, and supportive work environment.

We are currently looking for a Service Coordinator to work in our New York City office. Residential A / V experience is preferred.

Responsibilities and Duties

• Provide and maintain elevated standards of client support by phone and via email including but not limited to :
• Remote troubleshooting by requesting and sourcing information from a client or client representative.
• Rebooting of client systems via multiple software platforms.
• Handle technical remote troubleshooting in the following areas :
• Audio & Video Distribution Concepts and Equipment
• HDMI Baluns
• HDMI Matrix Switches
• Fiber Baluns
• Video over Network Distribution Equipment
• IR, RS-232 and Network Control protocols
• Networking
• VPN Connections
• Port Forwarding
• Crestron Control Systems
• Savant Control Systems
• MAC OS
• Create and update service tickets and service upgrade tickets within project software.
• Coordinate with clients to accept payments for overdue or current service bills.
• Maintain and update client information.
• Initiate equipment repairs or replacements with vendors. Track progress and proceed to schedule re-installation of repaired / replaced units as applicable.

Update service ticket with project information and status.

• Review web resource tools to proactivity identify client needs based on historical data, previous service calls, and current alerts.
• Coordinate with internal stakeholders to schedule delivery and pickup of product for upgrades or service tickets.
• Confirm appointments, timeline for access and point of contact for service dispatch, provide notes in project software.
• Provide service technician with accurate notes and documentation on the issue(s), state what has already been addressed and what is required on site.
• Confirm appointments with clients prior to dispatching.
• Assist with emergency client requests as needed, provide clients with reasonable expectations for repair.
• Work alongside sales team to transfer applicable tickets to upgrade proposals.

Job Qualifications

• 3-5 years’ experience working within a customer service base environment with high end clientele.
• High school diploma or equivalent required, bachelor's degree preferred.
• Technical experience with remote troubleshooting AV and networking equipment, ideally in the home automation sector.
• Working knowledge of Creston, Savant, Lutron control systems.
• Professional phone edetate, strong written communication skills and ability to balance several communication platforms simultaneously.
• Experience interacting with stakeholders at all levels; over communicator.
• Demonstrated ability to self-motivate and follow-through.
• Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.
• Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.
• Aptitude for working within multiple software platforms.

Our company benefits include :

• Competitive salary based on experience
• Insurance benefits (Medical, Dental, Vision, FSA, Life, AD&D, LTD)
• 401(k) retirement plan
• Generous PTO policy
• Access to employee purchase opportunities
• Casual work environment & strong commitment to work / life balance
• Continuous training opportunities as well as attendance to industry conferences
30+ days ago