Our Client, a Home Security company, is looking for a NAO Coordinator for their Anaheim, CA location. Responsibilities: + Provide world class support to our National Account Customers. Coordinate all facets of service, billing, and monitoring support. Provide leadership to the National Account Sales Team and local branch offices to succeed in meeting all Service Level Agreements and Branch Metrics. + Accurately entering data from various sources into designated databases and spreadsheets. + Primary Tier 1 support person for designated property owners, management companies, and property staff. + Build relationships with the customers by phone and email and provide continuous communication. + Create, notate, and close actions for completed tasks and relevant interactions with technicians, property staff, and residents. + Escalate, track, and resolve support-related issues on specific customer properties. + Updating and maintaining existing data within databases and spreadsheets. + Ensure activation rate within the properties. + Key Metrics: Mean Time to Resolution (respond and resolve), actions, retention, activation rate within the properties, and Net Promoter Score. + Host virtual trainings and refresh courses for property staff to review and explain the operation of their equipment and applicable services. + Collaborate with various company departments to research and resolve customer issues. + Ensure that all customer correspondence is reviewed, worked, and responded to or forwarded to the appropriate department within 24 hours of receipt. + Prepare formal correspondence in response to customer questions or concerns. + Assist in resolving customer escalations. + Assist in tracking statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner. + Perform all other duties and projects as assigned. Requirements: + Maintain a strong knowledge of industry and company operations. + Knowledge of all sales, installation, billing, and monitoring systems that assist in managing our business. + Basic knowledge of accounting principles and practices. + Proficient knowledge of Microsoft Office (Word, Excel, Access, Outlook), Internet, and other computer applications. + Knowledge of company policies, procedures, guidelines, and practices. + High School Diploma Required + Must possess strong organizational skills and the ability to prioritize and maintain multiple assignments. + Must have excellent written and oral communication and listening skills. + Must have a strong attention to detail. + Must be able to take direction and perform tasks in an expedient manner. + Must have good customer service and interpersonal skills. + Ability to write reports, business correspondence, and procedure manuals. + Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. + Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. + Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. + Ability to read, write, and speak Spanish. + While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. + The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. + Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus. + Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. + The noise level in the work environment is usually moderate. + Normal office environment. + Work hours as required to support company metrics. + High School Diploma or General Education Degree (GED) and one year of experience supporting sales or service-related business. + May be required based on requirements of certain state and local regulations. Why Should You Apply? + Health Benefits + Referral Program + Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.