The Administrative Assistant for Security Operations is primarily responsible for initiating customer accounts in our billing system, scheduling technicians for MSA surveys, installs, change orders and trouble tickets while ensuring compliance with White Glove customer service standards.

RESPONSIBILITIES:

• Initiates service orders by calling customers using company approved system, to schedule MSA appointments and schedule appropriate service teams.
• Calls customer 24 hours ahead of the to confirm scheduled appointments
• Create all customer work orders in billing system, COPS monitoring and Alarm.com.
• Analyze and validate all security customer contracts.
• Assign all work orders in workforce management system for security division.
• Coordinate with Launch team for Security Bulk Property launches.
• Ensure MSA agents complete all scheduled and last minute MSA's on a daily basis.
• Call customer the day of the install informing them the technician’s expected arrival time
• Maintain excellent communication with residents regarding any/all changes
• Provide concise clear and accurate communication to provisioning department regarding any changes/edits to installation appointments.
• Follow documented procedures to close work orders daily, ensuring all equipment inventoried and customer documentation is updated in billing system.
• Perform QA function on service orders and customer satisfaction survey calls.
• Act as the POC for field service teams to determine performance standards.
• Manage time-keeping audits and verify payroll & commissions.
• Assist with customer service escalations issues.
• Create and/or analyze productivity standards.
• Other duties as required or assigned.

MINIMUM QUALIFICATIONS:

• Associates Degree in General Business with at least 6 months of administrative support experience
• Excellent written and verbal communication skills in English
• Ability to work nontraditional schedules/shifts, including evenings, weekends and holidays
• Organizational and time management skills
• Fast Learner, very intuitive, visualize the issue and take action
• Requires an excellent knowledge of all resources required to support our customers including internal team members, third party vendors, contractors and support teams

BENEFITS:

Hotwire Communications has paved the way in fiber optic telecommunications for over two decades, offering our partners high-speed internet, cable, phone, and security service. As we expand nationwide, we are looking for innovators who are passionate about technology and serving their community. And since our employees care about their work, we make sure we take care of them with:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays
• Paid Volunteer Time
• Paid Parental Leave
• Hotwire Service Discounts
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks