What are the responsibilities and job description for the Managed Services Coordinator position at Bell Tech Pros - IT Services and Computer Repair?
We are looking for an experienced and detail-oriented Service Coordinator to join our team. The primary role of the Service Coordinator is to ensure that all customer service needs are met in a timely and efficient manner by dispatching both remote and onsite tickets.
The ideal candidate will be detail oriented, have great communication skills, and is comfortable working in a team environment.
Responsibilities:
- Monitor progress, quality of work, and customer satisfaction levels for the POD you are assigned to
- Coordinate and schedule delivery of services as required for various clients
- Assist with resolving customer complaints or inquiries quickly and efficiently
- Gather feedback from clients
- Liaise between the client and other departments within the organization when necessary
- Receive and process customer support requests over the phone, email, or other communication channels
- Assign customer requests to appropriate personnel based on skillset and availability
- Track customer requests from start to finish in order to ensure completion of tasks in a timely manner
- Monitor customer feedback ratings and communicate any concerns with customer service personnel
- Ensure compliance with company policies and procedures pertaining to customer service delivery
- Additional issues/responsibilities that may arise
- Ability to prioritize and delegate to resolve tasks and tickets
- Oversee inventory levels, ensuring accurate tracking, timely replenishment, and proper allocation of resources
Qualifications:
- High School Diploma required; associate’s degree preferred
- Proven track record of dispatching services efficiently in a past role
- Exceptional organizational skills with the ability to multitask effectively
- Excellent interpersonal communication abilities both written and verbal
- Proficiency with computer programs such as Microsoft Office Suite