Join Digital Guru as a Service Operations Coordinator. This pivotal role involves both dispatching service requests via phone and providing front desk customer service. The ideal candidate will excel in coordinating and prioritizing client service requests, ensuring timely resolution by dispatching technicians as needed.

We are seeking a highly organized and detail-oriented individual who can effectively manage service requests and provide exceptional customer service. Strong communication skills, problem-solving abilities, and a customer-centric approach are essential to maximize the utilization of internal and field resources.

What you’ll do-

• Act as the single point of contact to the customer for all types of service requests.
• Customer Service for both non-emergency and emergency dispatch issues reported by customers.
• Pre-process service requests that arrive through email, manual entry, or direct customer input, determining the customer's issue and the urgency.
• Schedule internal and field resources in our Professional Services Automation software.
• Improve customer service, perception, and satisfaction.
• Ensure fast turnaround of customer requests to meet agreed service levels.
• Responsible for entering time and product into Professional Services Automation software as they occur.
• Facilitate communication between clients and technical teams to ensure clarity and satisfaction.
• Identify and report any recurring issues or potential areas for service improvement.
• Prioritize support tickets based on urgency and impact on the customer's operations.
• Escalate critical issues to senior management or specialized teams when necessary.
• Assess and allocate resources effectively to balance workloads and optimize team efficiency.
• Ensure that technicians and support personnel have the necessary tools and information to address service requests.
• Assist in training new staff on service request processes and customer service protocols.
• Build and maintain strong relationships with key customers to foster loyalty and repeat business.
• Address any customer concerns and customer experiance

Experience you’ll bring-

• 2 years of customer service or IT experience .
• Basic computer and operating system knowledge.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Preferably degree or experience in computer science, business administration or a related field.

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We are a privately held organization, headquartered in Wahpeton, ND. We provide our colleagues with continuous learning and development, career growth, work-life balance, and a strong benefit package. Did we mention our health benefits are employer paid? Join us today, we look forward to meeting you!

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Experience:

• Customer Service: 2 years (Preferred)
• Project Management: 1 year (Preferred)

Work Location: In person