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Help Desk Service Coordinator

Client Services | Kensington, MD | Full Time

Job Description

Are you energetic, outgoing, and love to interact with people?  Do you love working in a flexible environment with unlimited opportunities for growth? Do you want to be a part of a fast-growing, entrepreneurial-minded business, providing world class service to clients? Then Casaplex, a leader in cutting-edge smart building technology, has opportunities for you.

Multiple positions are open, in our Client Services and Support department, for those looking to start or continue a career in this exciting industry.

About Us

Casaplex integrates cutting-edge technology into smart homes and smart buildings for high-end residential, government, hospitality, education, and commercial clients. Our mission is to enhance the way we live, work, and play through the innovative use of technology.

To achieve our objectives we focus on three simple things: (1) Hiring and developing great people, (2) Creating carefully engineered solutions, and (3) Turning our clients and employees into lifelong raving fans. We offer all the standard benefits, including health and dental, paid time off, a 401k with company match and a great working environment filled with energetic, team-oriented people.

Position Summary

This position is based in our Kensington, Maryland headquarters. While you must be willing to work full-time in Kensington, MD for the foreseeable future, Casaplex has offices in Miami and Denver, which may provide future opportunities as the company continues to grow.

As the primary contact for our commercial and residential clientele, our Service Coordinators field live service calls, investigate client needs, make appointments, write service orders and take ownership of the client experience.


  • Monitor and respond quickly and effectively to requests received

  • Utilize the support portal ticketing system: Utilize and maintain the helpdesk tracking software

  • Document internal procedures

  • Report issues for escalation

  • Works on problems of moderate scope where analysis of situations or data is required — requires technical skills

  • Handles calls, cases, route calls, triage cases and communicate internally on cases

  • Accurately process and record call transactions, creating Service Tickets to ensure prompt scheduling of onsite and/or remote Service Calls.

  • Identify and escalate priority issues; directing cases to appropriate teams and resources as needed.

  • Proactively follow up and make scheduled call-backs to clients for the duration of each case, and establish close lines of communication to help build long-term client loyalty.

  • Discuss service calls and repairs with Technicians and keep clients updated on the status of their smart building systems.

  • Review and explain invoices with clients and ensure work has been completed to their satisfaction.

  • Schedule follow up Service Calls and preventative maintenance services


Casaplex is looking for motivated, organized, energetic, and empathetic professionals with strong customer service skills to help maintain long-term relationships with our clients by providing exceptional responsiveness, constant communication and attention to their needs. Our goal is to make every client a raving fan, and we are looking for people that want to help with that mission. Specifically, we are looking for people with a demonstrated track record of:

  • Consistently delivering results the right way both personally and professionally

  • Clear, direct and empathetic communication in both one-on-one and team settings; able to deal effectively when needing to reduce tension or conflict

  • Teamwork, cooperating with others to get the right answers quickly

Additional Preferred Characteristics

  • Post secondary diploma/degree in business, Information Technology, or a related field

  • Minimum (2) years of experience in the field of IT, preferably with end-user support.

  • Ability to pay close attention to detail

  • Ability to effectively organize and prioritize tasks with the assistance of team members;

  • Ability to pass a comprehensive background check.

Instructions for Applying to this Opportunity

To apply for this role you must submit a custom cover letter explaining why you are interested in this specific role at Casaplex.