Customer Support Coordinator - Dispatcher

About the role

Northeastern Communications, Inc., a local leader in the wireless communications industry, is seeking talented individuals to join our customer support team. The company is headquartered in Naugatuck, CT and operates a satellite service center in Stratford, CT. Founded in the late 1950s, the company employs forty-five team members and has annual sales of twelve million dollars. We specialize in designing, selling, implementing, and supporting wireless communications and data systems for public safety, government, and enterprise clients throughout Connecticut. We are proud to provide quality Motorola products and services and have been recognized as an outstanding Motorola sales and service partner on several occasions.

Responsibilities

• Answer and address/direct phone calls from customers and employees
• Create new service and sales requests in CRM/case management system
• Update open requests in CRM/case management system based on information from service technicians and others
• Determine what level of response is required for each service request and schedule employees or take appropriate other action
• Assign pending tasks to service personnel
• Cookordinate service, install and project tasks with customers
• Monitor service and project activities throughout the day and re-prioritize as required
• Escalate issues in a timely manner when required
• Place parts orders and pick items required to fulfill orders
• Work with customers to determine what items are needed, provide quotes and enter customer orders
• Work with customer on billing authorization and documentation
• Ensure that items/orders are complete before scheduling
• Review case statuses, expedite orders and update customers with order status
• Request RMAs from service providers and vendors
• Review for completeness and accuracy, finalize and close out project and service orders
• Manage project inventory and release of equipment
• Occasionally travel for customer meetings and training in company owned vehicles
• Occasionally perform other duties as may be assigned from time to time

Requirements

• Must be extremely detail oriented
• Must be on time for work and have consistent attendance
• Must have technical aptitude
• Must have experience with the use of two-way radio communications systems in the public safety/first responder environment
• Customer service/internal support experience is preferred
• Must have strong problem solving ability
• Must be able to compose and properly format professional, grammatically correct emails, correspondences and letters
• Must be able to read and understand basic technical documents
• Must be able to pass company’s and customer’s background checks
• Must be able to pass pre-employment physical and drug tests
• Must have Connecticut drivers license with good driving record
• Must be proficient in the use of computers and standard office equipment
• Must be proficient and experienced in the use Microsoft Outlook (Email), Word, Excel, web browser and other standard Windows programs
• Must be able to lift and carry 25 pounds of equipment

Benefits

We offer competitive salaries commensurate based on experience, training/education and certifications, medical and dental insurance, life and disability insurance, 401k employer match, paid personal time off (sick and vacation), bonus and profit sharing programs.