Service Coordinator Job at Robert Half (Cleveland)

Job Description

We are looking for a Service Coordinator to support residential and commercial customers with fire and security system service needs in Ohio. This contract-to-permanent position is ideal for someone who excels in a fast-paced customer service environment, can confidently handle a high volume of calls, and enjoys solving problems in real time. The person in this role will help customers address alarm-related issues, coordinate technician visits when remote resolution is not possible, and keep service requests moving efficiently. This is an onsite opportunity for someone with strong communication skills, sound judgment, and solid computer proficiency.

Job Responsibility

Respond to a steady flow of incoming customer calls related to fire and security alarm systems for both residential and commercial accounts
Guide customers through basic troubleshooting steps for issues such as system alerts, sensor concerns, control panel problems, and recurring alarm sounds
Determine when a problem can be resolved remotely and arrange technician service appointments promptly when onsite support is needed
Manage open service requests by updating ticket details, tracking status, and helping reduce outstanding inbound and outbound service volume
Communicate clearly and effectively with customers to gather accurate information, explain next steps, and set expectations for service delivery
Use internal systems and office software to document interactions, coordinate scheduling, and maintain organized service records
Collaborate with supervisors, technicians, and team members to ensure timely follow-up and consistent customer support
Apply available troubleshooting resources and reference materials to resolve issues efficiently and escalate more complex situations when appropriate

Requirements

At least 3 years of experience in customer service, call center support, or a similar service coordination role
Experience handling inbound calls in a fast-paced environment with a strong focus on customer care and issue resolution
Ability to perform basic troubleshooting and guide customers through technical concerns over the phone
Familiarity with fire alarm, security, or related electronic systems, including exposure to platforms such as Honeywell, is preferred
Strong computer skills with experience using Microsoft Office and Microsoft Teams
Experience with service or business platforms such as DocuSign, Sedona, WeSuite, Rapid Response, or similar tools is an advantage
Excellent verbal communication, organization, and multitasking abilities
Completion of pre-employment requirements as part of the hiring process

Nice to have

Familiarity with fire alarm, security, or related electronic systems, including exposure to platforms such as Honeywell
Experience with service or business platforms such as DocuSign, Sedona, WeSuite, Rapid Response, or similar tools

What we offer

medical, vision, dental, and life and disability insurance
enrollment in company 401(k) plan

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Service Coordinator

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