Service Coordinator

Position Overview:

We are seeking an experienced and highly skilled Service Coordinator to oversee security guard and client relations, ensuring smooth operations and high customer satisfaction. This is a high-level role that requires strong leadership, decision-making, automation skills, and a deep understanding of security service operations. The ideal candidate will have experience in customer success, operations management, and familiarity with the security industry.

This role is remote but requires 24/7 availability due to the nature of the security industry. The Service Coordinator will be responsible for scheduling, guard management, client retention, quality assurance, incident tracking, and automation of operational processes. They will also be responsible for contract renewals and dispute resolution while ensuring the highest levels of efficiency and service quality.

Key Responsibilities:

Guard & Client Relations:

• Manage all aspects of guard performance, including attendance, last-minute call-offs, and overall performance concerns.

• Act as the HR contact for assigned security guards, handling disputes, complaints, and corrective actions.

• Serve as the main liaison between security guards and clients to ensure alignment with the scope of work and contract requirements.

• Take corrective actions when necessary and maintain client satisfaction by ensuring guards are meeting expectations.

• Oversee contract renewals and client retention efforts.

• Provide quality assurance, ensuring that client expectations are consistently met.

• Scheduling & Workforce Management (Humanity Software):

• Schedule guards, track shifts, approve time-off requests, and manage guard rotations.

• Audit employee profiles and maintain accurate scheduling data.

• Handle last-minute shift replacements and ensure that service gaps are minimized.

Incident Management & Compliance (SilverTrack):

• Review and manage incident reports to ensure compliance with company policies and industry regulations.

• Set up client sites, post orders, and reporting systems within SilverTrack.

• Automation & Efficiency (Make, Go High Level, Notion, Google Suite):

• Automate key processes such as scheduling alerts, incident tracking, and client reporting.

• Utilize Go High Level for client communications and relationship management.

• Maintain detailed documentation and workflows in Notion to enhance efficiency.

• Utilize Google Suite for managing reports, client presentations, and internal coordination.

Reporting & Analytics:

• Generate and analyze reports on guard performance, client satisfaction, service incidents, and retention rates.

• Develop data-driven insights to improve operations and service delivery.

• Work Environment & Collaboration:

• Client-facing role with regular virtual meetings, presentations, and client interactions.

• Availability for urgent issues at all times (24/7 industry).

• Work with an assigned assistant to handle administrative support and minor coordination tasks.

• Must be familiar with California geography, specifically Southern California, to optimize guard deployment and service efficiency.

Key Requirements:

Experience & Skills:

• 5+ years of customer service and operations management experience.

• 3+ years in customer success, client management, or security service coordination.

• 3+ years of experience with QBO and billing collections.

• Experience working with U.S.-based companies (California preferred).

• Strong conflict resolution, time management, leadership, and decision-making skills.

• Ability to analyze data, track KPIs, and make strategic recommendations.

• Experience in a service-based industry, preferably security operations or a related field.

• Ability to multitask and handle high-pressure situations.

Technical Proficiency:

• Scheduling software: Humanity (or similar).

• Incident management & compliance tools: SilverTrack (or similar).

• CRM & Automation: Go High Level, Make, Notion, Google Suite.

• Strong reporting and data analysis capabilities.

Work Requirements:

• Remote position with client-facing responsibilities.

• Must be available to work Pacific Standard Time (PST) hours.

• 24/7 availability for urgent issues.

• Strong understanding of California geography, especially Southern California.

Performance Metrics (KPIs):

• Guard Retention Rate: Ensuring low turnover and high satisfaction.

• Client Satisfaction Scores: Measured through client feedback and issue resolution.

• Client Retention Rate: Maintaining long-term business relationships.

• Response Time to Issues: Efficient handling of guard or client concerns.

Compensation:

• $8 per hour

• Additional performance-based incentives for client retention and efficiency improvements.

This Service Coordinator role is critical to maintaining the highest level of operational efficiency and client satisfaction. We are looking for someone who is proactive, solutions-oriented, tech-savvy, and an expert in service coordination. If you have a strong background in security services, operations, and automation, we want to hear from you!