Service Coordinator: Home Automation

Electronic Environments is an industry leader in customized residential technology solutions. For over 35 years, our focus is to provide clients with simple-to-use solutions of the latest A/V and environmental controls. EENY brings unmatched knowledge and experience along with the highest standards to our clients in the New York Tri-state area and beyond. We pride ourselves having driven and collaborative teams: exceptional people delivering exceptional results! Join our diverse group of highly talented individuals who contribute to Electronic Environment’s fast paced, casual, and supportive work environment.

We are currently looking for a Service Coordinator to work in our New York City office.  Residential A/V experience is preferred.

Responsibilities and Duties 

• Provide and maintain elevated standards of client support by phone and via email including but not limited to:

• Remote troubleshooting by requesting and sourcing information from a client or client representative.

• Rebooting of client systems via multiple software platforms.

• Handle technical remote troubleshooting in the following areas: 

  • Audio & Video Distribution Concepts and Equipment
  • HDMI Baluns
  • HDMI Matrix Switches
  • Fiber Baluns
  • Video over Network Distribution Equipment
  • IR, RS-232 and Network Control protocols
  • Networking
  • VPN Connections
  • Port Forwarding
  • Crestron Control Systems
  • Savant Control Systems
  • MAC OS

• Create and update service tickets and service upgrade tickets within project software.

• Coordinate with clients to accept payments for overdue or current service bills.

• Maintain and update client information.

• Initiate equipment repairs or replacements with vendors. Track progress and proceed to schedule re-installation of repaired/replaced units as applicable. Update service ticket with project information and status.

• Review web resource tools to proactivity identify client needs based on historical data, previous service calls, and current alerts.

• Coordinate with internal stakeholders to schedule delivery and pickup of product for upgrades or service tickets.

• Confirm appointments, timeline for access and point of contact for service dispatch, provide notes in project software.

• Provide service technician with accurate notes and documentation on the issue(s), state what has already been addressed and what is required on site.

• Confirm appointments with clients prior to dispatching.

• Assist with emergency client requests as needed, provide clients with reasonable expectations for repair.

• Work alongside sales team to transfer applicable tickets to upgrade proposals.

Job Qualifications 

• 3-5 years’ experience working within a customer service base environment with high end clientele.

• High school diploma or equivalent required, bachelor's degree preferred.

• Technical experience with remote troubleshooting AV and networking equipment, ideally in the home automation sector.

• Working knowledge of Creston, Savant, Lutron control systems.

• Professional phone edetate, strong written communication skills and ability to balance several communication platforms simultaneously.

• Experience interacting with stakeholders at all levels; over communicator.

• Demonstrated ability to self-motivate and follow-through.

• Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.

• Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.

• Aptitude for working within multiple software platforms.

Our company benefits include:

• Competitive salary based on experience
• Insurance benefits (Medical, Dental, Vision, FSA, Life, AD&D, LTD)
• 401(k) retirement plan
• Generous PTO policy
• Access to employee purchase opportunities
• Casual work environment & strong commitment to work/life balance
• Continuous training opportunities as well as attendance to industry conferences