Description

Major Goals and Responsibilities:

As a Service Coordinator, your primary responsibility will be to coordinate and manage service requests, ensuring timely and efficient resolution while providing exceptional customer service to clients. You will be responsible for managing a high volume of service requests, scheduling technicians for site visits, and managing the service queue to ensure timely completion of requests.

Requirements

Essential Activities:

• Act as the first point of contact for customer service requests via phone, email, or web portal.
• Effectively manage the service queue, prioritize service requests, and allocate resources to ensure timely resolution.
• Schedule and dispatch field technicians to customer sites to ensure timely and efficient service delivery.
• Maintain and update customer records, ensuring accurate and timely billing.
• Provide exceptional customer service by communicating with clients regularly, keeping them informed of the status of their service requests, and ensuring their satisfaction.
• Collaborate with internal teams, including Sales, Operations, and Technical Support, to ensure seamless service delivery to clients.

People Managed:

• None

Primary People Contacts:

• Customers
• Vendor Partners
• Technical Services Support Team
• Technical Services Projects Team
• Account Management Group
• Administrative Team 

Behavioral Traits, Attitudes and Skills Required:

• Team Player
• Good Communication Skills
• Flexibility
• Ability to multi-task
• Positive Attitude
• Dependable
• Organized
• Good Problem-Solving Skills
• Productive
• Strong Work Ethic
• All tasks will be carried out ethically, legally, and professionally.

Prerequisites (i.e. education, experience):

• Previous experience in a customer service or service coordination role is required.
• Excellent communication and interpersonal skills are essential.
• The candidate should be proficient in the use of MS Office, particularly Outlook and Teams.
• Knowledge of basic IT concepts and tools is a plus.
• Ability to work independently and within a team environment. 
• Candidates for this position must be authorized to work in the United States on a full-time basis for an employer without restriction.

Physical Requirements:

• Must be able to work full-time.
• Must be able to sit, stand or stoop for long periods of time.

Toughest Part of the Job:

• Balancing the needs of multiple clients and service requests simultaneously.
• Ensuring timely resolution of service requests while maintaining customer satisfaction.
• Coordinating schedules for field technicians across multiple client sites.
• Maintaining accurate records and billing information for customers.
• Continuously improving service delivery processes to increase efficiency and customer satisfaction.

Compensation Methods: 

• Hourly base and bonus plan performance compensation.