Key Responsibilities:
Customer Service Management:
Answer phones and respond to emails from customers who require service or wish to set up a dispatch call.
Gather and document necessary information from customers to ensure accurate and timely service delivery.
SLA Monitoring and Customer Portal Updates:
Monitor customer SLAs and ensure that service requests are completed within the specified timeframes.
Update customer portals with extension requests, downgrades, SLA changes, and service completion statuses.
Emergency Reporting and Dispatching:
Report urgent service issues or emergencies to the Service Manager for immediate action and dispatch.
Assist in coordinating the immediate dispatch of technicians to address high-priority service needs.
Administrative Technician Support:
Provide administrative assistance to technicians, helping them with service requests, updates, and necessary documentation.
Ensure that technicians have the information they need to perform their duties effectively and efficiently.
Qualifications:
Must be proficient in Microsoft Excel.
Strong communication skills (verbal and written) for interacting with customers and team members.
Excellent organizational and multitasking abilities.
Experience in customer service or administrative support in a service or technical environment is a plus.
Proficient with customer service software and Microsoft Office Suite.
2-4 Years of service/repair industry experience preferred but not required.
Entering and dispatching tickets experience is preferred but not required.
An Equal Opportunity Employer
We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.
Service Coordinator • East Syracuse, NY, US
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