Customer Success Coordinator

Wayne Alarm; Lynn (MA); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

401(k) with company match

Vision insurance

Paid time off

Job summary

Wayne Alarm Systems is seeking a Customer Success Coordinator to own the customer experience from first request through resolution. You will manage inbound calls, emails, service tickets, and scheduling, coordinating with field technicians and internal teams.

This fast-paced role requires strong communication, organization, and accountability, with the ability to adapt to changing priorities. You will help keep service moving and ensure accurate, timely updates for every customer.

Qualifications

• Experience in fast-paced customer service or call center.
• Strong telephone and written communication skills.
• Ability to learn scheduling, ticketing, and communication software.
• Experience handling confidential customer information is helpful but not required.

Responsibilities

• Handle a high volume of inbound calls and emails; make outbound calls.
• Create accurate service tickets with complete information.
• Schedule and dispatch residential and commercial service appointments.
• Build efficient technician routes matching skills, location and urgency.
• Communicate appointment details and updates proactively.
• Support technicians and adapt to changing schedules throughout the day.
• Follow open tickets to completion and escalate when needed.
• Meet call, ticket, scheduling and service-quality expectations.

Skills

Customer service

Call center

Scheduling

Communication

Organization

Problem-solving

Attention to detail

Education

High school diploma/GED

Tools

CRM software

Ticketing systems

Scheduling software

Job description

Service coordination | Customer care | Ownership from first call through resolution

POSITION LOCATION PAY SCHEDULE

Own the customer experience. Keep service moving. Make every interaction count.

When a customer needs service, they need more than an appointment. They need someone who listens, takes ownership, communicates clearly, and keeps the process moving. As a Customer Success Coordinator at Wayne Alarm Systems, you will be the connection between our customers, field technicians, and internal teams from the first request through resolution.

This is a fast-paced, high-volume role for someone who can manage calls, emails, service tickets, schedules, and changing priorities without losing accuracy or follow-through. The right person is organized, dependable, comfortable with accountability, and genuinely motivated to help customers.

What You Will Do

• Answer a high volume of inbound calls and emails and make outbound calls to customers.
• Create accurate service tickets, gather complete information, and determine the appropriate next step.
• Schedule and dispatch residential and commercial service and inspection appointments.
• Build efficient technician routes while matching the right technician, skill level, location, and urgency to each request.
• Communicate appointment details, delays, changes, and next steps before the customer has to ask.
• Support technicians throughout the day and respond quickly when schedules or field conditions change.
• Follow open tickets through completion, elevate issues when needed, and help prevent requests from falling through the cracks.
• Meet established call, ticket, scheduling and service-quality expectations.

You May Be a Strong Fit If You

• Enjoy helping customers and can remain professional when someone is frustrated, concerned, or impatient.
• Can manage several calls, messages, tickets, and scheduling decisions at the same time.
• Stay organized, document details accurately, and follow through on commitments.
• Take ownership of problems instead of passing them along without a clear handoff.
• Can make sound decisions, recognize urgency, and know when to involve a manager.
• Communicate clearly with customers, technicians, and coworkers by phone, email, and written notes.
• Are comfortable learning multiple computer systems and working at a workstation for most of the day.
• Are punctual, dependable, coachable, and receptive to productivity and quality feedback.

The Reality of the Role

We want candidates to understand the position before applying. The workload can be heavy, customers may be upset, technicians may need immediate support, and schedules can change throughout the day. Success requires composure, urgency, accuracy, and consistent follow-through. You will be measured on both productivity and the quality of the customer experience.

PLEASE CONSIDER THE FIT

This position may not be the right fit if you dislike a high volume of phone and computer work, struggle to manage frequent interruptions, avoid difficult customer conversations, are uncomfortable being measured against clear performance expectations, or cannot reliably report to work on time.

Schedule and Attendance

This is a full-time, 40-hour-per-week position, Monday through Friday. Reliable attendance and punctuality are essential because customers, technicians, and teammates depend on consistent coverage. Final work hours, location, and any coverage expectations will be reviewed during the hiring process.

Qualifications

• High school diploma, GED, or equivalent required.
• Experience in a fast-paced customer service, call center, dispatch, scheduling, service coordination, or similar environment preferred.
• Strong telephone, written communication, listening, organization, and problem-solving skills.
• Ability to learn and work within customer service, scheduling, ticketing, and communication software.
• Ability to handle confidential customer information and complete applicable pre-employment requirements. Alarm, security, fire protection, field service, or other service-industry experience is helpful but not required.

Training Growth and Support

New coordinators receive structured training in our service process, systems, scheduling standards, customer communication, escalation procedures, and technician support. Ongoing coaching and performance feedback are part of the role. Strong performers can develop deeper operational knowledge and pursue additional responsibility as opportunities become available.

How We Work at Wayne Alarm

Put customers and life safety first.

Do the right thing, even when no one is watching.

Take responsibility, follow through, and speak up when help is needed.

Treat customers, coworkers, and field technicians professionally.

Follow established processes and contribute ideas that improve the customer experience.

Compensation and Benefits

• 100% company-paid individual health insurance, with family plan options available.
• 100% company-paid individual dental insurance, with family plan options available.
• 401(k) with a 25% company match on employee contributions up to 15% of pay.
• Vision insurance, paid vacation and sick time, short-term and long-term disability insurance, and life insurance. Company celebrations, family events, employee appreciation activities, department outings, sporting events, and other opportunities to connect.

READY TO BUILD A BETTER CUSTOMER EXPERIENCE?

Wayne Alarm Systems is an equal opportunity employer. We consider qualified applicants without regard to any characteristic protected by applicable law.