Job Description
Job Description
WAYNE ALARM SYSTEMS, INC.
Customer Success Coordinator
Service coordination | Customer care | Ownership from first call through resolution
POSITION LOCATION PAY SCHEDULE
Full-time, onsite 424 Essex St, Lynn, MA 01902 $25.00-$28.00 Monday-Friday
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
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Answer a high volume of inbound calls and emails and make outbound calls to customers.
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Create accurate service tickets, gather complete information, and determine the appropriate next step.
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Schedule and dispatch residential and commercial service and inspection appointments.
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Build efficient technician routes while matching the right technician, skill level, location, and urgency to each request.
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Communicate appointment details, delays, changes, and next steps before the customer has to ask.
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Support technicians throughout the day and respond quickly when schedules or field conditions change.
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Follow open tickets through completion, escalate issues when needed, and help prevent requests from falling through the cracks.
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Meet established call, ticket, scheduling, and service-quality expectations.
You May Be a Strong Fit If You
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Enjoy helping customers and can remain professional when someone is frustrated, concerned, or impatient.
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Can manage several calls, messages, tickets, and scheduling decisions at the same time.
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Stay organized, document details accurately, and follow through on commitments.
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Take ownership of problems instead of passing them along without a clear handoff.
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Can make sound decisions, recognize urgency, and know when to involve a manager.
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Communicate clearly with customers, technicians, and coworkers by phone, email, and written notes.
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Are comfortable learning multiple computer systems and working at a workstation for most of the day.
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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
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High school diploma, GED, or equivalent required.
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Experience in a fast-paced customer service, call center, dispatch, scheduling, service coordination, or similar environment preferred.
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Strong telephone, written communication, listening, organization, and problem-solving skills.
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Ability to learn and work within customer service, scheduling, ticketing, and communication software.
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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