Customer Service Coordinator

General Summary :

The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily receival and supervision of service requests. This role is focused on the customer experience, ensuring that we provide information and service in a timely manner.

Essential Duties and Responsibilities :

The Service Coordinator position is a key contributor in the success of ensuring client satisfaction. This is achieved by proper call managing, assigning of service requests, follow-up, and managing client expectations. Act as the single point of contact for Intuitive customers for all service requests and answer incoming calls for the company. Provide exceptional customer service and provide readily available information to customers. Perform incident discovery with the customers to determine urgency and organizational impact; prioritize in an effective and efficient manner. Document newly reported incidents and requests Classify and categorize newly reported incidents/requests Assign newly reported incidents and requests to appropriate technician, based on work flow Coordination of all IT support groups, regarding Technical Support, to ensure maximum utilization of billable resources Review and process service requests as they arrive through call, email, manual entry, or direct customer input Monitor resource schedules to ensure prompt time entry on service requests. Coordinate assignments and schedules for internal and technical field resources (remote technicians and on-site technicians) - for technical support activities Re-assign escalated tickets to higher tiered technicians based on the appropriate work flow. Maintain communication with customers to relay updates on services provided in response to tickets, keep them informed of incident progress, notify them of impending changes or agreed outages. Assist technicians with communication efforts and follow-ups with clients Assist technicians with the procurement of parts needed for customer incident resolutions Monitor ticket system and ensure idle tickets are minimum Ongoing commitment to collect/document technical information as needed to further assist technicians in resolving tickets Ability to determine level/tier of technical support needed for each incident at first point of entry 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. Excellent listening and communication skills over the phone. Basic computer and operating system knowledge Ability to work on multiple priorities and/or projects simultaneously. Strong customer relationship skills. Organized, detail oriented and self-motivated. Strong computer skills and the ability to effectively communicate through e-mail. Ability to remain in contact with the client thru the completion of the incident. Basic problem-solving abilities and ability to meet reasonable deadlines. Ability to build positive and collaborative relationships. Willingness to develop professionally. Ability to work with little supervision and manage a team.

Expected Outcomes:

Improve customer service, perception, and satisfaction Quickly respond to customer requests 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 IT Support resources and successful completion of service requests to the Service Manager Responsible for entering time and expenses as it occurs Ensure detailed service tickets are maintained for each service request Success in the Service Coordinator position will be based on your ability to meet or exceed our client's expectations in ensuring their incidents are completed to their satisfaction This position will be graded on the thoroughness of the information they obtain from the client, feedback from the technical support team and the satisfaction of our clients

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all employees within this class.

Workplace Designations:

Due to the nature of this position, in working as closely with multiple departments and their core business unit, this position is unable to be performed by a Remote Employee. As there is no concession available for a Remote Employee, no requests made to convert this position to Remote Employee-ship will be considered.

Job Type:

Full-time Pay:

$18.00 - $20.00 per hour

Benefits:

401(k) matching Paid time off

Shift:

8 hour shift Day shift

Work Location:

In person