Service Coordinator – Fire & Security

MSS Solutions, LLC

Service Coordinator managing customer service operations for MSS Solutions, focusing on Fire & Security services. Ensuring effective communication and scheduling within the service team for enhanced customer satisfaction.

Posted 6/18/2026full-timeCharlotte • North Carolina • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Customer Service. This includes managing all inbound phone calls for customer service, complaints, invoice clarifications, updates, etc.
Serve as the service operations lead to ensure effective utilization of service management software (Key2Act Signature Service, Vista, and others) along with associated field devices.
Responsible for receiving, creating, and dispatching calls for service.
Responsible for the accurate setup of new customers, service sites, equipment, service calls, vendors, subcontractors, and daily schedule.
Must attend contract turnover meetings to gather all information for accurate contract setup and ensure that field staff receive all pertinent details to execute.
Responsible for pre-planning and scheduling all contract service work and projects with the goal of having two weeks tentatively planned.
This includes coordinating the schedule and access requirements with the customer.
Maintain an open line of communication between technicians, team leaders, and service managers.
Manage open calls, review costs, review resolutions, statuses for completion, and prepare calls for billing daily.
Ensure timely and accurate completion of paperwork by technicians.
Review technician time sheet for costing and payroll purposes in assigned area and provide to Service Managers for approval.
Work with customers and/or Sales to obtain customer POs.
Issue POs to technicians for third-party material.
Maintain customer 3rd party websites per customers requirements.
Place parts/material orders and returns as required.
Provide regular reporting to Service Managers as requested.
Support the Service Managers and technicians.
Other such duties and responsibilities as assigned by the company from time to time.

Requirements

What you’ll need

Demonstrated proficiency in MS Office (Excel, Word, PowerPoint), SharePoint, and basic Windows environment.
Knowledge of basic accounting and business principles.
Ability to lead and work with diverse teams.
Excellent written and verbal communication skills.
Ability to positively represent the company and communicate with others at varying technical levels.
Ability to learn and become proficient with Service Management software and financial accounting systems within the timeframe of training period.
Strong organizational skills.
Ability to work as a member of the Customer Service Center Team.
Must have excellent attention to detail and a high sense of urgency.
Understanding of general service and/or construction industry.
Knowledge of HVAC Service, Fire & Security Service, and Controls Service preferred.
Associates degree in business administration, accounting, or another related field a plus.

Benefits

Comp & perks

Medical/Dental/Vision Insurance
401k with Employer Contributions
PTO
Paid Holidays
Employee Assistance Program
Long-term Disability
Short-term Disability
Flexible Spending Plan
Health Savings Plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

MS OfficeExcelWordPowerPointSharePointService Management softwarefinancial accounting systemsbasic accountingbusiness principlesattention to detail

Soft Skills

leadershipcommunicationorganizational skillsteamworkcustomer serviceproblem-solvingtime managementadaptabilityurgencyinterpersonal skills

Certifications

Associates degree in business administrationAssociates degree in accountingAssociates degree in related field