JOB POSTING

Service Coordinator

VIcom - Virginia Integrated Communication – Richmond

Department: Richmond Integration and Service Operations

Reports to: AV Integration and Support Services Manager

The Service Coordinator is responsible for attaining maximum utilization of internal and field
technical resources through daily dispatch of service requests. Timely processing of service
tickets, repair parts and RMAs and accurate invoicing/billing to customer accounts. With
genuine empathy for customers, candidate will prioritize, organize, and dispatch all requests to
optimize customer service, perception, and satisfaction.
Additional responsibilities include Front Office tasks such as handling incoming phone calls,
greeting and announcing visitors, mail distribution, filing, assisting with preparation for onsite
meetings and events, and maintaining office supplies.

VIcom is an industry leader dedicated to providing customers with complete integrated solutions
and services through every outlet from - initial planning, consultation, design, integration, and
implementation. Our innovative solutions allow organizations to integrate voice, video, data and
security communications to operate more efficiently and effectively with no compromise in
quality or reliability.

Essential Duties and Responsibilities:

➢ Act as the primary point of contact for customers with technical service requests across

all business units for the Richmond Office market area

➢ Monitor customer requests arriving through email, customer portal and phone

➢ Coordination of service requests to ensure customer satisfaction while maximizing

billable resources

➢ Schedule and dispatch internal and field technical resources in service automation

application

➢ Coordinate the scheduling of technical resources with the Integration Managers and

Project Managers/Coordinators

➢ Monitor resource schedules to ensure prompt time entry on service requests

➢ Communicate with all parties necessary to guarantee customer expectations are met

and provide updates on resolution status

➢ Call closure, time accounting and invoicing

➢ Manage ticket finance, including budget tracking, resource time entries, material

purchasing preparation, and invoice preparation

➢ Track status of service calls through internal Dispatch Board

➢ Meet personal/team qualitative and quantitative targets

➢ Procurement of repair parts and RMA’s

➢ Assist Integration Mangers regarding Richmond Division activities

➢ Improve customer retention to aid in a steady and ever-increasing customer base

➢ Fast turnaround of customer requests

➢ Quote generation for service items

➢ Subcontractor ticket coordination

➢ Ability to work in a team and communicate effectively

➢ Improve usage and increase productivity of IT support resources

➢ Escalate service requests that cannot be scheduled within agreed service levels

➢ Report the utilization of resources, successful completion of service requests, and

invoicing reports as required to management

➢ Backup for Virginia Beach Office front desk as needed – vacation/sick days, lunch

Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or
ability required. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

• Previous coordination or dispatch experience required

• Core Competencies – Customer Focus, Communication Proficiency, Time Management,

Problem Solving, Teamwork Orientation, Technical Capacity

• Intermediate computer and operating system knowledge preferred

• Soft skills: such as verbal and written communication skills, active listening and

customer-care

• Customer service focus with the ability to maintain a calm composure and negotiate with