Job Description

S&L Integrated, a growing audio/visual (AV) integration company, is seeking a Client Care & Service Coordinator based in our headquarters in Thomasville, GA. You will be the liaison between all clients/customers and S&L’s team of Service Technicians to capture, understand, prioritize, resolve & document problems/issues covered under our service contracts.

What Will Your Day Look Like?

Organizes and completes dispatching, administrative, and scheduling tasks in support of service personnel who perform onsite services including maintenance, troubleshooting, and repair of AV systems and their components. This includes:

• Timely responding to service requests from clients and customers
• Scheduling service calls with the customer and service technician(s) including managing travel logistics and tracking progress until completion.
• Respond promptly to customer inquiries and effectively resolve issues and confers with management when needed
• Responsible for maintaining accuracy of service call and remote monitoring data in Q360, including verifying that financial data, documentation and service reports are correct.
• Processing and sending call reports to customers.

Coordinates between Procurement and Service Technicians to ensure required products, services, and equipment are purchased or rented and delivered on time for service calls. Submits and tracks warranty-related submissions until resolved.

Tracks customer service contract status and terms, company information, scheduled service dates including preventative maintenance, and preventative maintenance reporting. This includes:

• Maintain Client Care and service agreements in Q360
• Works with Project Managers during the handover of completed projects to the service department
• When necessary, coordinates with and supports salespersons during the development of Client Care/Service Agreements.
• Periodically meets on-site with clients and supports the Client Care contract process.

Participates in knowledge development activities to acquire a more detailed understanding of our AV systems, components, products and services.

Other duties of a similar nature and level may be assigned

To be successful in this position, you must have:

• 2+ years’ experience in a fast-paced telephonic customer service role, with a high preference coordinating client care/service in a technology-based environment. This experience must include effective interaction with customers, clients, and other team members to capture, understand, prioritize and resolve complex technology-related issues and problems.
• Must possess excellent organizational, decision making, problem-solving and task/job follow-up skills.
• Proven ability to work independently to successfully handle/prioritize multiple responsibilities with competing deadlines.
• Hours are typically 8am – 5pm, with occasional overtime as needed.
• Must have a valid driver’s license with an insurable driving record

What is our work environment like? The best way to describe the team is that we have an "entrepreneurial" spirit. We love challenges, embrace change, are self-motivated and will quickly pivot to help where needed. This position does require working onsite daily at our Thomasville, GA office.

Additional Information:

We offer a competitive salary and a comprehensive benefits package including medical, dental, vision, and life insurance, along with a 401k with company match.

All applicants must consent to a background check and a drug screen to continue in the selection process. All employment offers are contingent on meeting our background check standards and successful passing of required drug test. If hired, you will be required to provide documentation indicating your legal right to work in the U.S.

We are an Equal Opportunity Employer

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