Service Coordinator

We're looking to add a superstar to our service team in the role of Service Coordinator! 

'What is a Service Coordinator', you ask? 
When our clients send the 'help' signal, you answer the call. This role is our first point of contact for our clients when they need an IT assist. But, you're not just the friendly voice on the other end of the phone — you'll handle intake of service tickets opened via phone and by email and you'll schedule the right technical resources for remote and onsite support services. 

Basically, you're responsible for ensuring that our clients receive timely and effective support that gets them back to business, while building rapport and relationships that makes them feel like you truly have their backs. If you thrive in a fast-paced environment, have a knack for juggling multiple tasks, and thrive working closely with others, this role is for you. 

About Portland Internetworks: 
Founded in 1997, Portland Internetworks is a managed IT services provider that’s all about keeping businesses connected—whether through technology, teamwork, or sharing a laugh over kombucha on tap. We power over 200 small businesses and non-profits with managed IT services, projects, procurement, and professional services.
 
Our secret? A culture that’s equal parts flannel-clad friendliness and cutting-edge technical expertise. Think of us as IT superheroes without the capes (though we might consider capes if they’re client-approved).

So, what does a Service Coordinator actually do? 
You'll be responsible for: 
- Being the go-to person for all inbound service requests: Managing service requests (tickets) as they're opened via phone and email, scheduling technical resources using the ConnectWise dispatch portal, and ensuring they're dispatched to the right person quickly and within our agreed upon SLA's. 
- Managing open service tickets as they're brought to resolution: Monitoring open service tickets, ensuring that they're making forward progress so we stay on top of our time-based SLA's. This means making sure techs and engineers are logging their work in real time, and sometimes means escalating or reassigning trickier service requests to higher-level resources. 
- Managing dynamic schedules: Keeping our technicians and engineers busy and productive, ensuring they hit their targets for billable hours. 
- Constant and crystal-clear communication: Actively listening and understanding client issues so that you can effectively inform our technicians and engineers of the problem, and they can find the solution. You'll need excellent written and verbal communication skills to relay information and priority to our team, keep our clients updated on ticket progress, and keep clients in the loop with respect to any agreed upon "downtime". 
- Identifying ticket trends: Collaborating with the Helpdesk Manager to identify ticket trends and challenges, and quickly resolve service-related issues. 
- Delivering exceptional customer service: Demonstrating empathy and genuine friendliness toward clients that makes them feel their issue is understood and confident in our ability to solve their problems. We want our clients to feel assured when they hear your voice on the other end of the phone. 

Someone who is successful in this role will:
- Use their leadership skills to dispatch technicians with confidence.
- Take ownership of service department KPIs.
- Manage multiple tickets, messages, and calls in rapid succession.
- Strive to improve service department performance and client satisfaction by identifying trends and offering suggestions for process improvements.
- Be eager to grow and take on additional responsibilities.

What You Bring to the Table: 
Must-Haves: 
- Absolutely solid written and verbal communication skills
- Excellent customer service skills
- Appetite for learning and ability to pick up new information quickly — technology is always changing! 
- Previous customer service or hospitality experience
- Previous leadership experience — volunteer or extracurricular capacity totally works. 
- Familiarity with basic computer applications (e.g., Office Suite, email)
- Modern smartphone (iPhone or Android) with the ability to handle several work applications 

The Icing on the Cake: 
- Prior experience in an intake, dispatch, or scheduling role 
- Experience with or interest in information technology 

Why You'll Love Working Here: 
Perks of the Job:

- Competitive salary incentive-based bonuses — because you’re worth it.
- Industry-leading PTO — even superheroes need to recharge.
- Rich and flexible medical, dental, and vision plans.
- 401(k) with employer match.
- Paid Volunteer Time Off (VTO) — because making the world better is part of the gig.
- Professional certifications and continuing education opportunities from gold-standard partners like Microsoft, Cisco, and Dell—stay sharp, stay awesome.

Culture:

- Team bonding: Trivia nights, bowling, camping trips, legendary holiday parties, and more.
- Learning opportunities: Lunch-and-learns, certifications, and hands-on experience with cutting-edge tools.
- A work environment where camaraderie is just as important as technical know-how. You’ll work with a supportive, lively group of people who you’ll truly want to be spend your workdays with. 
 
If you did a happy dance or got joyful goosebumps while reading this posting, it’s time to apply!
 
Next Steps:
If this sounds like your dream role, send us:
- Your resume. (Bonus points for links to profiles, sites, or stories which demonstrate your value or personal brand — LinkedIn, or others.)
- A cover letter that includes:
        - A reference to the Service Coordinator position.
        - A paragraph (or two) describing why you’re the perfect fit for this role
        - Shares your excitement about creating connections and solving IT challenges.
 
What to Expect in the Hiring Process:
- A quick one-way interview where you’ll answer a few pre-selected questions (easy and helps us see who’s serious).
- An in-person interview where we’ll continue to get to know you better (and vice versa!).
- A criminal background check. Peaceful protests from your hippie days? Cool. Serious offenses? Not cool. Overthrowing the dictator of a developing nation? Probably cool.
- A review of your driving history. If you have a history of dangerous driving, we may not be able to hire you.
 
Thank you for your interest in working with us. We genuinely hope to meet you soon!
 
Portland Internetworks is committed to providing an inclusive and welcoming environment for all members of our team. We do not and shall not discriminate on the basis of race, color, religion, gender, gender expression, age, national origin, disability, marital status, sexual orientation, or military status.

Salary : $22