What are the responsibilities and job description for the Service Coordinator position at Business Information Group, Inc?
The Service Coordinator provides coordination of Network Team’s schedules, customer service responses, and support of Network support tickets and small sized projects. The Service Coordinator is responsible for attaining maximum utilization of internal and field support technicians through daily dispatch and operational management of service requests as well as assisting in resource allocation based on the needs of the project management team. This position requires the ability to work in a fast paced, changing environment and maintain a high level of professionalism, courtesy, customer service and ethics.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This role requires significant interaction with multiple employees, clients and vendors, which may be face to face, over the phone, or via e-mail. The varied tasks to be carried out by the coordinator include:
- Assignment of technical resources to tickets based on skill set and coordination with client and any third-party resources to setup the scheduled appointment are both important and functions.
- Coordination of Networking Engineers to ensure maximum utilization of billable resources.
- Process service requests as they arrive and based on priority. Responsible for monitoring the upcoming schedules of resources and ensuring that availability to service critical emergency needs are possible while maintaining maximum utilization of technical resources.
- Schedule and notify internal and field network resources after initiating the service ticket. Upon completion of service, close-out tickets.
- Communication with clients as required to keep them informed of response details, incident progress and/or any schedule changes.
- Provide front-line assessment of customer service requests when possible.
- Work in tandem with the Project Management team members to help prioritize, allocate and schedule resources as needed.
- Manage and track all materials to ensure delivery will be on time.
- Quality Control administration of all products and services rendered or provided.
- Monitor and report on the project to keep the client, all internal and external stakeholders of the project informed.
- Define any problems that may occur, and communicate clearly and professionally in order to determine resolution as soon as possible.
- Other administrative duties as deemed appropriate and necessary.
CORE COMPETENCIES/REQUIREMENTS
- Associate’s degree or comparable field experience within a technical, engineering role, or other related field; or a minimum of two (2) years of customer service experience or an equivalent combination of education and experience.
- Strong organizational skills, including time management and ability to prioritize.
- Ability to multi-task and communicate effectively and professionally with technical team members, project managers, customers, and vendors.
- Initiative/self-motivation and a competitive results-driving attitude.
- Ability to work with applicable software to establish customer service tickets, update job information and follow-up on service calls.
- Ability to build successful relationships
- Articulate and confident presentation skills and professional telephone manner
- Attention to detail.
- Strong team-based association.
WORK ENVIRONMENT DETAILS
- Work Hours: Monday through Friday 8:00am to 5:00pm, with extra hours as needed to meet deadlines.
- Lifting and moving products/boxes up to 50 pounds.
- Standing, sitting and walking throughout multiple building floors.
- Travel: Minimal, but variable dependent upon project assignment.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
