Service Coordinator

Key Responsibilities

• Cook up the operations of the service desk for their team.
• Manage all activities of the technical service team, ensuring tasks are assigned promptly and effectively.
• Conduct daily huddle meetings to keep the team aligned and motivated.
• Facilitate communication between the service desk and service desk technicians.
• Handle incoming calls, generating service requests or directing calls to the appropriate team members.
• Monitor and review all service requests, prioritizing them based on urgency and technician availability.
• Assign tasks to engineers, ensuring they match the required skill level.
• Schedule technical support, coordinating both remote and onsite visits based on priority and urgency.
• Maintain customer communication, keeping customers informed about request statuses and upcoming visits.
• Ensure service level agreement (SLA) compliance by monitoring the resolution of service requests.
• Identify and escalate issues requiring additional attention or expertise to maintain high-quality customer service.

Skills, Knowledge and Expertise

• Strong communication skills, including excellent verbal communication.
• A customer-centric mindset, committed to delivering exceptional customer experiences.
• Problem-solving abilities, flexible and adept in handling various situations.
• Prioritization skills, able to manage multiple factors for efficient task management.
• A professional demeanor, maintaining a positive image for the company.

Benefits

• 12 days of accrued vacation in the first year.
• 6 days sick time.
• 8 hours of volunteer time.
• Medical, dental, and vision insurance (employee portion fully paid).
• Company-paid life, STD, and LTD insurance.
• A professional development plan.
• 401(k) with company match.
• Profit sharing.