Description

Telaid is a provider of technology deployments solutions to multi-site clients. For over 40 years Telaid has been the technology partner of choice for enterprise clients that want to accelerate technology adoption to drive positive business outcomes through scale able repeatable programs. Telaid understands the critical need to integrate emerging technologies quickly and precisely. Everything we do is designed to help our customers deploy and manage technologies efficiently and cost effectively. With over 40 years of experience, Telaid has an unprecedented ability to execute on complex, large scale technology projects on time, and on budget.

Our Core Values are – Be Proactive, Be a Team Player, Take Ownership & Do the Right Thing

The Service Account Coordinator (SAC) will require excellent troubleshooting, customer service, and computer literacy skills. The service account coordinator will provide administrative support to our Service Account Mangers (SAM) and work closely with the Service Delivery and TSC to deliver customer satisfaction. This entry level role will be focused on materials logistics and tracking, labor ticket management, and overall coordination of the depot repair process. The Service Account Coordinator will be responsible for navigating and updating our clients’ portals with details and updates on service tickets as they are received, worked, and closed out. Organization, attention to detail, and proactive follow up are necessary for success in this role.

Responsibilities

• Coordinates service-related activities to drive Customer Success:
  • Ordering materials and managing delivery logistics.
  • Creating labor tickets and scheduling techs to meet Service Level Agreements (SLA).
  • Issues management and triage escalations.
• Working with technicians over the phone to resolve issues as necessary.
• Provide customer updates as needed in work order management systems (client portals).
• Recruit and source field technicians to support service teams and provide ETA verification & schedule updates with technicians and customers.
• Control labor spending to meet or beat budgets and escalate if at risk or exceeding set thresholds.
• Make customer notification (pre-call) and/or follow up calls.
• Monitor dashboards and queues as directed by service team to track technician cancellations, reschedule requests, or late ETA’s (late estimated time of arrival)
• Other work-related duties as assigned by supervisor.

Personal Attributes

• Fanatical about customer success and tenacious at driving long-term customer value coupled with revenue growth and improved Telaid profitability.
• Eager to contribute beyond a job description, and lead efforts to improve client experiences.
• Willingness to take ownership, coupled with ability to make decisions and act, based on a balance of factual analysis, experience and intuition.
• Influence others by demonstrating professionalism, passion, enthusiasm and creating a collaborative environment. 
• Excellent oral, written and interdepartmental communications skills.
• Well-organized, confident, energetic, and calm under pressure.
• Problem solving, analytical and process-oriented skills and mindset with attention to detail.
• Demonstrated personal desire for continuous learning and improvement

Qualifications

Work Experience & Education

• High School Diploma or equivalent
• 1 year of project coordinator or equivalent operations coordinator experience:
  • IT / low-voltage services,
  • Break-fix/Reactive Service Maintenance.
• Low voltage working knowledge, Wi-Fi, Structured Cabling, Analog, and Data Networking.
• Strong computer literacy with Microsoft Office suite.
• Ability to effectively present information and respond to questions from individuals at all levels.

Compensation

• Performance Based Incentives
• Medical, Dental and Vision
• Life/Disability
• 401k with Employer Match
• Employee Assistance Program (EAP)
• Paid Time Off
• Professional Development Courses