What are the responsibilities and job description for the Service Coordinator position at Kidwell?
Brief Description
The Service Coordinator is responsible for the dispatching of incoming customer service calls, as well as scheduling and communication coordination for the Integrated Systems teams. This position will enhance the customer experience by effectively communicating with customers and technicians to ensure that customer issues are resolved in a timely manner.
Kidwell Core Values
At Kidwell, our core values make us who we are and show in everything we do; Led by passion, we believe our everyday jobs contribute to something bigger than ourselves. We pride ourselves in our creativity, but also in the effective solutions we create that bring value to our customers. Our employees act like owners, who take initiatives to lead and are treated like family. We are relentless and see work ethic and accountability as the baseline in the pursuit of excellence.
Primary Duties And Responsibilities
Serve as the Primary Dispatcher for incoming customer service calls with responsibilities including: Service calls shall be handled as follows: During normal business hours all new service calls shall be answered and responded to via phone call within 30 mins by the service coordinator including voicemails. Calls will be classified in the following ways depending on urgency.
Team/Kidwell Communication: Establish and maintain a cohesive team environment between technicians, managers and customers of Kidwell by providing both timely and excellent customer service and consistent communication.
Provide a sense of urgency to creation and assignment of all work tickets and communication of assignments.
Performance against the service level agreements in place for each division that is supported.
Provide customer service and communication beyond the average expectation.
The Service Coordinator is responsible for the dispatching of incoming customer service calls, as well as scheduling and communication coordination for the Integrated Systems teams. This position will enhance the customer experience by effectively communicating with customers and technicians to ensure that customer issues are resolved in a timely manner.
Kidwell Core Values
At Kidwell, our core values make us who we are and show in everything we do; Led by passion, we believe our everyday jobs contribute to something bigger than ourselves. We pride ourselves in our creativity, but also in the effective solutions we create that bring value to our customers. Our employees act like owners, who take initiatives to lead and are treated like family. We are relentless and see work ethic and accountability as the baseline in the pursuit of excellence.
Primary Duties And Responsibilities
- Timely coordination and proper delegation of all incoming service calls to proper technicians for the Integrated Systems team.
- Emergency, (nurse call, Elpas system down, or partial failure) on-site within 4 hours
- Urgent – Same day or next business day response
- Standard – within 3 days or other time schedule discussed with customer.
- Service calls that are not able to be repaired during the first site visit (order parts, etc.) shall be re-scheduled as soon as possible, as agreed upon with customer.
- Stay up to date on technician schedules (i.e. planned absences, etc.), as well as pay attention to geographic radius, drive time, and duration of projects to ensure availability and proper assignment of technicians.
- Maintain consistent and clear communication via phone, email or in-person with technicians, managers and customers to ensure excellent outcome for customer.
- Prepare follow up documentation from technicians immediately following completion of work, this includes finalizing all tickets.
- Provide proactive service to all contracted Integrated Systems customers including monthly monitoring, patching, password management, and Tier 1 support.
- Coordinate and audit the documentation of all Integrated Systems customers using the in-house documentation tool as the primary storage platform.
- Provide work order creation and management for all Integrated Systems technicians.
- Customer Service – Understands a customer’s needs and expectations; Delivers service to customers that is of consistently high standards and always represents Kidwell in a professional and courteous manner; Ability to resolve customer concerns and issues in a fair and satisfactory manner.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Technical Skills – Strives to continuously learn and understand the field of integrated systems; Shares expertise with others; Ability to understand IT software and hardware and learn Tier 1 support methods such as monitoring, patching, and password management.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to meet goals and objectives; Supports everyone's efforts to succeed.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; must have the ability to multitask on projects and meet tight deadlines. Ability to stay organized and focused in dynamic and stressful situations.
Team/Kidwell Communication: Establish and maintain a cohesive team environment between technicians, managers and customers of Kidwell by providing both timely and excellent customer service and consistent communication.
Provide a sense of urgency to creation and assignment of all work tickets and communication of assignments.
Performance against the service level agreements in place for each division that is supported.
Provide customer service and communication beyond the average expectation.
