Service Coordinator

Purpose of the Position

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The role of the Service Coordinator is to provide the highest quality customer experience. Working with our
clients, business partners and the Managed Services team, the Service Coordinator, will receive and
evaluate IT support requests and assign resources to provide client support in a timely, efficient and
accurate manner. This position has frequent contact with clients, peers and vendors.
The successful candidate will have excellent customer service skills and be able to think creatively to
coordinate service calls to the satisfaction of both the customer and support technicians. Attention to detail,
focus, ability to communicate effectively and work independently are a must. Candidates that have prior
experience in customer service, call center, dispatcher, scheduler roles are encouraged to apply.

Major Responsibilities & Accountabilities

• Process all incoming requests for service desk support; requests will come in, via phone primarily,
  but also email and /or other methods.

• Schedules and dispatches tickets to appropriate Client Service Advocate for issue resolution

• Adjust tickets to accommodate higher priority issues

• Utilize software to document and track all “Service Call” schedules

• Be aware of all urgent tickets and verify client expectations are being met

• Communicate escalated issues to appropriate leadership

• Track, trend & escalate service tickets approaching SLA breach

• Monitor service personnel scheduled to ensure support coverage

• Manage ticket backlogs ensuring ownership, appropriate follow-up and issue resolution

• Provide excellent customer service

• Ability to identify performance deficiencies and drive corrective action

• Daily, Weekly & Monthly Analytics
  a. Calls Answered
  b. Calls Abandoned (Target 5-8%)
  c. Calls to Voicemail
  d. Average Call Duration (Target <=4 mins.)
  e. Average Speed of Answer (Target <=28 secs.)
  f. Calls answered within SLA (Target 80% within 20 secs.)
  g. Rollover calls to Tier 2 (Target <= 15%)

• Extrapolate details from customers about issues and quality of service troubles

• Streamlining and maintaining efficient operations for Client and 5Q Support

• Analyze, Monitor and Trend support requests and processes

• Identify, Review & Write Customer Service Dispatch guidelines and operating procedures

• Perform other duties as assigned

Required Knowledge and Skills

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• Prior Managed Service Provider (MSP) experience is highly desirable

• Superior verbal and written communications skills

• Ability to multi-task with multiple systems while on the phone with the customer

• 3+ years’ experience in a customer service-oriented position

• Experience in a call center environment

• Ability to work in a team environment; across boundaries & geographical restraints

• Ability to problem solve and identify opportunities to be more efficient

• Ability to learn and support new applications.

• Self-motivated with the ability to work independently

• Requires sound interpersonal skills

Physical Demands / Work Environment 

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• Ability to use a keyboard to enter and retrieve data

• Must have good eyesight to view computer monitor and phone

• Lifting and/or carrying of 15-30 lbs. or more