Job Title: Service Coordinator / Dispatcher

Location: Bingham Farms, Michigan

Company: Huntington Technology

About Us: Huntington Technology is a leading managed IT service provider dedicated to delivering top-notch technology solutions and support to our clients. We pride ourselves on our commitment to excellence and customer satisfaction.

Job Summary: We are seeking a highly organized and proactive Service Coordinator / Dispatcher to join our team. The ideal candidate will be responsible for managing service requests, coordinating with technicians, and ensuring timely resolution of customer issues. This role is crucial in maintaining our high standards of customer service and operational efficiency.

Key Responsibilities:

• Answering Phone Calls: Respond to incoming calls from clients and gather information for ticket creation to then direct them to the appropriate department.
• Responding to Emails: Monitor and respond to customer emails promptly and professionally.
• Creating Tickets: Generate service tickets for customer issues and requests using our ticketing system (Autotask.)
• Assigning Tasks: Allocate tasks to technicians based on their skills and availability.
• Following Up: Ensure timely follow-up with technicians and customers to confirm issue resolution and customer satisfaction.
• Customer Communication: Maintain clear and effective communication with customers regarding their service requests and status updates.
• Documentation: Keep accurate records of all service requests, actions taken, and resolutions.
• Coordination: Work closely with the technical team to prioritize and schedule service calls.
• Problem Solving: Assist in troubleshooting and resolving customer issues when possible.

Qualifications:

• High school diploma or equivalent; additional education or certifications in IT or related fields is a plus.
• Previous experience in a customer service or dispatcher role, preferably in the IT industry.
• Strong organizational and multitasking skills.
• Excellent communication skills, both written and verbal.
• Proficiency in using ticketing systems and other IT service management tools a plus.
• Ability to work in a fast-paced environment and handle high-pressure situations.
• Strong problem-solving skills and attention to detail.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A supportive and collaborative work environment.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Customer service: 2 years (Required)
• Dispatching: 2 years (Required)

Work Location: In person