Service Coordinator

Our company is searching for an eager, empathetic, and detail-oriented Service Coordinator and Administrator (SCA) to join our growing Information Technology service team. This is a key role in providing our best-in-class customer support services. This position plays a vital role in our daily operations by managing our customer experience lifecycle. From the moment the customer reaches out for help; by phone, website, or email you will be collecting, documenting and getting the information to the right team member at the right time, to closing out the service order including; reviewing and verifying the work performed is consistent with the service agreement obligations and the description is easy to understand for non technical folks. The candidate is also responsible for managing and maintaining customer contracts. The SCA must be able to maintain a friendly and empathetic tone at all times with clients and staff, as customers are reaching out for help and looking for reassuring confidence that we will get them back to work quickly and with minimum disruption, regardless of the situation at hand. This position requires one who can multi-task and can make quick decisions.

You should apply if the following statements are true:

• Passionate about serving others. You genuinely enjoy the opportunity to help those seeking assistance.
• Are a perfectionist and are meticulous about the details. A people person with excellent interpersonal skills.
• Have a basic understanding of computers, software, email, networks, and Microsoft products. You get how IT infrastructure impacts daily business operations.
• A team player. You embrace collaboration with others and don't mind shifting gears at a moment's notice.
• Someone that takes pride in ownership. You care deeply about what the quality of your work represents and are highly detail-oriented.
• Impassioned learner. You value providing and receiving training, coaching, and feedback from others.
• Believe that busy is good. You aren't afraid of hard work or working hard and thrive in a fast-paced environment.
• Ability to effectively self-manage multiple projects or tasks simultaneously.
• Have an associate degree in a related field, and/or active entry-level industry certification, and/or a minimum of 2 years of proven customer service experience
• Schedule technicians work load to maximize efficiency
• Keep customers and technicians informed of the status and timeline for completion
• Verify warranty and service contract coverage and explain provisions and exclusions to customers
• Communicating with Operations Manager and technicians to understand maintenance and repair needs on customer equipment
• Coordinate estimates for hardware and preventative maintenance plans
• Create, track, review and close work orders
• Maintain Customer and Supplier Relations