What are the responsibilities and job description for the Service Department Operator position at Watchtower Security LLC?
We are a rapidly growing national provider of video surveillance to the multifamily housing industry, looking to fill an immediate opening in our Service Department. This role is the central point of contact for clients, technicians, subcontractors, and office staff. Our ideal candidate will be able to communicate effectively with employees and nationwide subcontractors with confidence and will have a working knowledge of the available resources currently available to the department. Other responsibilities will include, but will not be limited to, administrative department support, financial invoice verification, and general office work.
Essential Job Functions:
- Manage and delegate new service tickets to appropriate team members.
- Knowledgeably prioritize calls according to priority and urgency.
- Monitor field technicians and ensure prompt and effective responsiveness from internal staff while field technicians are on client sites.
- Contact field technicians, subcontractors, and clients regarding scheduled service appointments, follow-ups, and appointment confirmation calls daily.
- Assist with scheduling service calls with field technicians and subcontractors as needed.
- Data entry into the ticketing system to track calls, update tickets, and client information, as necessary.
- Collaborate with other internal departments about client issues and create tickets as needed.
- Escalate problems to the higher-level technicians as needed.
- Initial contractor invoice verification prior to payment.
- Complete image scans as needed daily and create tickets based on needs.
Job Skills and Requirements:
- Knowledge of Nextiva phone system or a comparable IP phone system is a plus.
- Experience with Google Apps and Microsoft Office 365.
- Ability to handle multiple assignments within a day.
- Must be able to work independently with minimal supervision, follow directions, and meet deadlines.
- Excellent time management, planning, and forward-thinking skills.
- Self-motivated with a positive and professional attitude.
- Excellent communication and active listening skills.
Salary : $40,000 - $45,000
