Service Coordinator

Grapevine MSP Technology Services is seeking a full-time Service Coordinator to join our team. The role involves providing exceptional customer service, enhancing customer satisfaction, and strengthening working relationships.

Responsibilities :

• Fast turnaround of customer requests
• Contribute to a team environment by communicating effectively and coordinating with all to ensure maximum utilization
• Schedule internal and field technical resources within the dispatch ticketing system
• Handle and resolve customer concerns or issues promptly and accurately via email or phone, escalating to the Service Manager as needed
• Communication with customers as required. Keep customers informed of progress, notifying them of impending changes or outages
• Assist with escalating service requests not scheduled within agreed service level agreements
• Monitor technicians' schedules to ensure accurate and prompt arrival times
• Before missing appointment times, communicate with the technician and customer for alternative times
• Handle incoming phone calls related to sales opportunities, working with customers and sales representatives to handle pre- and post-sale activities
• Work with the procurement team to monitor product order shipments to ensure on-time delivery to customers
• Notify customers of shipping flow issues in advance
• Develop knowledge about each customer's business, requirements, and network
• Become familiar with training materials related to job tasks and requirements
• Maintain a competent understanding of our company's capabilities and goals
• Coordinate, analyze, and improve customer service functions to meet our and customers' goals
• Responsible for tracking, monitoring, utilizing, and providing reports as requested by management

Requirements :

Benefits :

Seniority level : Entry level

Employment type : Full-time

Job function :

IT Services and IT Consulting

J-18808-Ljbffr