What are the responsibilities and job description for the Service Coordinator position at Grapevine MSP Technology Services?
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.
- Previous experience in Service Coordination/Dispatch, IT, or other related fields
- Strong communication and interpersonal skills
- Great attention to detail
- Excellent organizational and coordination abilities
- Self-Driven
- Multitasking
- Dependable
- Office 365
- Competitive Pay
- 401K Plan with matching pay contributions
- Grapevine MSP offers access to low-cost, high-quality healthcare options, "Health, Dental, and Vision."
- Vacation time
- Paid Sick Time
- Performance Bonuses
- Work Anniversary Recognition
- Equipment and Tools Provided
- Plenty of training courses are covered if you want to advance further; Grapevine MSP offers Growth and Development Plans with Industry-Specific Training.
- Team Events
- Social Events.
