Customer Experience Service Coordinator

Vector Security

. Contact customers about trouble notifications and attempt to resolve issues or schedule service across phone, email, chat, social media, and SMS .

Posted 10/2/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with the ability to effectively communicate across multiple channels, resolve issues, and manage scheduling tasks. Proficient in using CRM systems and capable of understanding technical requirements to assist customers effectively.

Highest-signal resume keywords

Customer Service ExperienceEffective Communication SkillsCRM ProficiencyADC Technician CertificationScheduling Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SchedulingAccount ManagementTrouble Notification ResolutionTechnical UnderstandingDocumentationQuality Standards ComplianceFirst-Call ResolutionOutbound CommunicationCustomer EducationNegotiation

Soft Skills

Professional CommunicationDecision MakingDeductive ReasoningAccountabilityProblem Solving

Tools & Technologies

CRM SystemsVector-Provided Equipment

Certifications & Qualifications

ADC Technician CertificationState Licenses

Industry Keywords

Customer CommunicationsService OfferingsInspection Work OrdersResidential and Commercial ServicesService Levels

About the role

Key responsibilities & impact

Contact customers about trouble notifications and attempt to resolve issues or schedule service across phone, email, chat, social media, and SMS
Switch between communication channels during a single interaction when needed
Answer customer questions, make account updates, and resolve customer concerns
Escalate calls to technical support or schedule service visits when necessary
Document all interactions accurately on customer accounts
Coordinate scheduling of inspection work orders, including fire, CO, and annual recurring inspections
Review and research accounts based on trouble notifications from ADC, Alarmnet, Uplink, and related systems
Support field service technicians as needed
Discuss referral programs, new products, and service offerings
Receive inbound residential and commercial customer communications while meeting quality standards and real-time first-call resolution goals
Create, update, and close CRM cases
Schedule service work orders
Place accounts into no-response or on-test status
Handle account questions, requested reports, documents, research, and customer or site information updates
Educate customers on proper system use and maintenance
Assist cancellation callers by offering solutions and additional services to minimize attrition
Review open work orders and make outbound calls, emails, texts, and chats to identify and resolve potential issues
Meet individual call metrics to increase service levels

Requirements

What you’ll need

High School diploma or equivalent
1-2 years of relevant customer service or scheduling experience
Effective and professional customer communication skills
Written and verbal communication skills across telephone, email, chat, and text
Ability to make sound decisions and be accountable for decisions
Ability to use deductive reasoning and negotiate acceptable resolutions
Proficiency with company-specific CRM and scheduling systems after training
Basic technical ability to understand and explain necessary customer steps
Must complete ADC Technician Certification training within 90 days
State licenses and technical certifications as needed to access customer accounts
Ability to work from home without distraction using Vector-provided equipment

Benefits

Comp & perks

Competitive compensation with incentive eligibility
Medical, dental and vision coverage
Company paid life and AD&D insurance
Company paid short- and long-term disability
Voluntary benefit products
401k retirement savings plan
Flexible Spending Account
Paid time off
Tuition reimbursement
Employee Assistance Program (EAP)
Remote work arrangement
Vector-provided equipment