Service Coordinator - SLA Driven, Partner Success

Digi Security Systems; Dallas (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

PTO

Vacation time

Paid holidays

401k with matching

Medical, dental and vision benefits

Life insurance

Professional development opportunities

Job summary

Digi Security Systems is seeking a highly organized Service Coordinator to support our Oklahoma City, Tulsa and Arkansas locations. The role ensures tickets progress promptly, SLAs are met, and partners receive timely updates.

You will work with the Service Manager and General Managers to optimize scheduling and field resource allocation. Ideal candidates have at least 2 years in service coordination or dispatch in security or related industries and are comfortable with ticketing/scheduling

Qualifications

• Minimum 2 years in service coordination, dispatch or scheduling.
• Experience in security systems or field service preferred.
• Proficient with ticketing and scheduling software.
• Strong organizational and communication skills.

Responsibilities

• Drive service tickets from intake to resolution.
• Maintain average time to resolution under 5 business days.
• Protect SLAs and monitor breach rate.
• Prioritize tickets by urgency with field resources.
• Provide first-touch communication to partners within 2 hours of a new request.
• Keep partners informed at every stage so no ticket goes quiet for more than 3 business days.
• Ensure 100% compliance on ticket expenses, notes and time entries.
• Track and report on ticket KPIs and aging tickets to the Service Manager.
• Represent Digi professionally in partner interactions.

Skills

Service coordination

Dispatch

Scheduling

Ticketing software

Tools

Ticketing software

Job description

Digi Security Systems is seeking a highly organized Service Coordinator to support our Oklahoma City, Tulsa and Arkansas locations. The role ensures tickets progress promptly, SLAs are met, and partners receive timely updates.

You will work with the Service Manager and General Managers to optimize scheduling and field resource allocation. Ideal candidates have at least 2 years in service coordination or dispatch in security or related industries and are comfortable with ticketing/scheduling