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 t roubleshooting by requesting and sourcing information from a client or client representative. + Rebooting of c lient s ystems 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 + Creat e 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 . T rack 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, time line 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. + A ptitude 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 Department Service Employment Type Full-Time Minimum Experience Mid-level Compensation 30-35/Hour DOE