What are the responsibilities and job description for the Service Coordinator position at PCS Florida?
Company Description PCS Florida delivers comprehensive IT support tailored to the specific needs of businesses across diverse industries. The team of experienced technicians designs, implements, and manages advanced IT solutions so organizations can focus on core operations with confidence in their technology. Services include managed IT, helpdesk support, and cybersecurity that enhance productivity, strengthen security, and help reduce costs. PCS Florida emphasizes customized strategies for each client, ensuring IT infrastructures are optimized, secure, and aligned with business goals.
Role Description The Service Coordinator is a part-time, on-site role based in Jacksonville, FL.PCS is seeking a friendly, organized, and customer-focused Service Coordinator/Receptionist to serve as the first point of contact for our clients. This role is responsible for answering the main support line, creating and updating service tickets in Autotask, directing client requests to the appropriate team members, and providing administrative support to ensure efficient daily office operations.
The ideal candidate is detail-oriented, enjoys helping people, and can multitask while maintaining exceptional customer service.
Key Responsibilities
- Answer all incoming support calls promptly and professionally.
- Create, document, and update service tickets in Autotask based on client calls and emails.
- Gather accurate information from clients to ensure tickets contain complete details for the support team.
- Prioritize and route support requests to the appropriate team member.
- Monitor ticket queues and assist with ticket assignment as directed.
- Take detailed messages and ensure follow-up when appropriate.
- Greet clients and visitors in a professional and welcoming manner.
- Receive and distribute mail and deliveries.
- Order and maintain office supplies.
- Perform scanning, filing, data entry, and other administrative duties.
- Support the leadership team with special projects and general office administration.
- High school diploma or equivalent.
- 2 years of receptionist, customer service, administrative, or service coordination experience.
- Outstanding telephone and interpersonal communication skills.
- Strong attention to detail and excellent organizational skills.
- Ability to accurately document customer requests.
- Comfortable working in a fast-paced environment and managing multiple priorities.
- Experience with Autotask or another PSA/ticketing system is highly preferred (training will be provided if needed).