PNC Service Coordinator - Plymouth - job 635890

Stanley Black & Decker, Inc.

Date: 02/23/2021

City: Plymouth, Minnesota

Employment type: Full-time

Job Description

Are you interested in joining one of the world's largest, fastest-growing, and most dynamic companies? If so, you have come to the right place. Stanley Black & Decker is an $11B Fortune 500 company that offers a rich and storied history dating back to 1843.

This opportunity resides within STANLEY Electronic Security NA, a global division of Stanley Black & Decker. At STANLEY Electronic Security NA, we design, install, service, and monitor electronic security systems that integrate intrusion, fire, video surveillance, access control and monitoring applications. With today's most comprehensive solutions, services, and technologies, STANLEY Electronic Security NA is the electronic security system provider of choice for industrial, government, commercial, and national account customers such as schools, hospitals, retailers, financial institutions, airports and more.

Summary PNC Service Coordinators are responsible for the timely scheduling of customer-initiated requests for service and taking inbound phone calls from all service lines. This position regularly interacts with Customers, associates within the Protection Net Center, and Field Service Leaders and Technicians. This position is required to contact customers, dispatch Field Service Technicians/Subcontractors and follow up on the timely completion of both service requests and preventative maintenance/fire inspections.

Duties and Responsibilities

  • Review service requests for scope accuracy and special requirements.

  • Contact customers directly to schedule/confirm service appointments.

  • Dispatch service & maintenance calls for Stanley Technicians and Subcontractors.

  • Route field resources as efficiently as possible while meeting Customer Expectations.

  • Prioritize daily activities as situations arises

  • Engage with branch personnel daily to align on backlogs, daily plans, escalations, exceptions, and issues needing attention. • Work with local branches to follow up on pending items preventing completion of service tickets such as part orders, repairs, skill availability, etc.

  • Process open service & maintenance requests in line with target metrics.

  • Close open service tickets by capturing relevant information from field technicians including times, dates, issues, causes and resolutions.

  • Must be able to find and research a customer's service and/or alarm history.

  • Handle incoming phone calls from Customers, field technicians/subcontractors, and branch personnel. Promptly returns customers' calls and Follows-up with customers as promised.

  • Ensures that important commitments are fulfilled, and deadlines met.

  • Expresses commitments to satisfactorily resolve and/or escalate customer issues.

  • Follows established sequences, policies, and procedures.

  • Complete all other tasks as assigned.

  • High volume call center

Required Qualifications

  • High School Diploma or GED

  • 1+ years customer service experience

Preferred Qualifications

  • Excellent written and verbal communication skills, including strong telephone skills.

  • Strong computer keyboarding skills; the ability to type while speaking on the telephone.

  • Excellent Customer Service skills; able to diffuse tension, listen, empathize, and work to set & meet expectations towards solving customer issues in a calm fashion.

  • Excellent attendance track record.

  • Possess the ability to build relationships with internal/external customers and vendor partners.

  • Creative prioritization and problem-solving skills.

  • Strong team player through active participation; able to learn, share best practices and contribute to a positive team environment.

  • Experience with Microsoft Word, Excel, Outlook and Internet Explorer.


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