Call Center Customer Service Coordinator

Alarm New England; Hartford (CT); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

On-site Gym

Market competitive wages

401-K retirement plan

Cost share Medical, Dental, and Vision

Paid Company Holidays

Sick Time

Job summary

A leading security integrator is seeking a Call Center Customer Service Coordinator in Hartford, CT. In this role, you will ensure timely scheduling and documentation of fire alarm inspections. Responsibilities include managing technician schedules, interacting with customers, and tracking compliance. The ideal candidate is detail-oriented with strong communication skills and at least one year of scheduling experience. The company offers competitive wages, a 401-K plan, and various health benefits.

Qualifications

• At least one year of scheduling experience.
• Excellent communication skills (phone, email, in-person).
• Ability to adapt quickly to system/process changes.

Responsibilities

• Schedule fire alarm and life-safety system inspections.
• Coordinate technician schedules and confirm appointments.
• Track inspection due dates and maintain compliance.

Skills

Time management

Customer service skills

Problem-solving

Detail-oriented

Tools

Sedona ticketing system

Various software programs

Job description

Company Overview

Alarm New England i is one of the largest independent security integrators in the US. Our business has been family-owned for 53 years and serves over 18,000 customers. Our team sells the latest security and smart home solutions to the residential, small and large business markets. Our core values of Being Humbly Confident, GSD, Make The World A Better Place and Do The Right Thing are fundamental to everything we do in Building a Great Company and Keeping People Safe.

Summary

As a Call Center Customer Service Coordinator - Inspections, you will be responsible for ensuring all fire alarm and life-safety system inspections are scheduled, completed on time, and properly documented to meet code and regulatory requirements. This role coordinates technician schedules, confirms appointments with customers, tracks inspection due dates, and maintains accurate records for compliance and billing. The coordinator also communicates inspection results, follows up on deficiencies or missed visits, and works closely with service, sales, and management teams to keep inspection workflows efficient and organized.

What you’ll do

• Monitor our Sedona ticketing system and drop upcoming inspections into the designated cue for scheduling.
• Make outbound calls and serve as primary contact for inspection scheduling, access coordination, and general inquiries.
• Coordinate technician calendars, routes, and workloads to maximize efficiency and inspection completion rates.
• Track upcoming inspection due dates and proactively schedule to maintain compliance.
• Update customer account records with new contact information and ensure missing information is collected.
• Monitor open deficiencies and coordinate follow-up service or repairs.
• Provide excellent service to our existing customers.
• Educate customers on the use of our systems and products.
• Check service ticket queue daily; close completed inspection tickets daily with detailed notes.
• Support billing processes by confirming completed inspections and signed reports.
• Ensure required permits, documentation, and parts are prepared prior to scheduled inspections.
• Generate routine reports for management on compliance status and scheduling performance.
• Other duties as assigned, including but not limited to back up to the Customer Service Team.

What we offer

• NEW - On-site Gym
• Market competitive wages based on your experience
• Company rich match 401-K retirement plan
• Cost share Medical, Dental, and Vision
• Employer 100% paid Basic Life and Short-Term Disability
• Paid Company Holidays, Vacation and Sick Time

Requirements

• Technically inclined with the ability to manage various software programs in tandem.
• The ability to organize and manage multiple priorities with great time management skills.
• Ability to adapt to system/process changes quickly while retaining new information.
• Problem‑solving ability to manage schedule conflicts, urgent inspections, and customer needs.
• Detail‑oriented with a high level of accuracy in documentation and data entry.
• Excellent communication and customer service skills (phone, email, and in‑person).
• At least one year of scheduling experience.