What are the responsibilities and job description for the Scheduling Coordinator position at Citynet LLC?
Job description
Position Summary:
A Processing and Logistics Team (“PLT”) Scheduling Coordinator is responsible for the alignment of internal resources to satisfy the fulfillment of Telecommunications, Fiber, and Managed Services / IT orders and subsequent ongoing support of those customers. Additionally, a PLT Scheduling Coordinator is responsible for various processing and audit tasks related to the successful operations of our organization.
Position responsibilities:
Managed Services Responsibilities:
- Handling of inbound support requests for both CityCare and T&M customers
- Scheduling of resources required to satisfy client support requests
- Scheduling of resources required to fulfill all Managed Services products and services orders (WFs)
- Ordering hardware or software from various distribution sources to satisfy Managed Services product or service orders
- Hosted Services logistics for new orders and support
- Monitoring tickets for timely updates, including soliciting responsible parties for ticket updates
- Timely customer communications on new order milestones and support requests
- Other tasks and responsibilities delegated from Management
Telecommunications/ISP Responsibilities
- Handling of inbound support requests related to voice and/or data services
- Handling of inbound support requests related to website/domain or email services
- Also supported by Citynet Technical Support Center
- Managing logistics and milestones for successful implementation of telecommunications services (WFs)
- Executing various tasks within service workflows, including but not limited to: pulling CSRs, scrubbing CSRs against the WF forms, aligning departments for cutover or pre-cutover operations
- Upon request, enter and manage appropriate steps related to NEW and MOD Workflows
- Various VoIP Reseller account management and notification tasks (porting, troubleshooting, workflows)
- Timely customer communications on new order milestones and support requests
- Other tasks and responsibilities delegated from Management
Qualifications required for the position:
- Excellent communication skills
- Excellent organization and self-motivation characteristics
- Ability to work within Citynet Trouble Ticket and Workflow systems
- Ability to work within the full Microsoft Office Suite
- Project Management skills/certification strongly preferred
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Health savings account
- Life insurance
- Long term disability
- Paid time off
- Vision insurance
