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Service Coordinator
2 months ago
Job Summary: We are seeking a highly skilled Service Coordinator to join our team at Allied Universal Technology Services. As a Service Coordinator, you will be the primary point of contact for customers, responsible for routing requests, concerns, and inquiries to the appropriate parties.
Key Responsibilities:
- Routing of requests, concerns, questions, and inquiries to appropriate parties (including Management and Technical Staff) either through an electronic service toolset, telephone, email, instant messaging, and other communications mediums.
- Coordinate and liaise with all departments related to assigned service activities and necessary escalation.
- Effectively communicate deficiencies, concerns, or inquiries immediately to management regarding any inquiry from a customer or internally interested party.
- Maintain SLA requirements for contracted customer issues & service requests by prompt notifications and documentation of reported issues and questions.
- Responsible for maintaining effective internal communications and to ensure contractual obligations are fulfilled while quickly resolving issues, thereby minimizing customer concerns and enhancing customer relations.
- Track regionally logged cases and work-order task and report anomalies to appropriate management staff.
- Assist Service Managers in scheduling of technical staff.
- Produce on-demand and recurring reports for Service Management staff.
- Update Work Order Tasks as assigned.
- Follow up and communicate with external customers as required.
Requirements:
- High School Diploma is required.
- Associate's or bachelor's degree in a related field preferred.
- Minimum of 2 years of experience in Operations Coordination, Central Station Operations or Related Field.
- Possession of valid state issued driver's license required.
- Proficient with MS Office Suite (Teams, Excel, Outlook, PowerPoint, Project, SharePoint, and Word).
- Ability to establish and maintain effective working relationships with both internal and external customers.
- Must be able to manage multiple tasks while meeting strict deadlines.
- Must be detail-oriented and organized.
- Possess excellent verbal, written communication and follow-up skills.
- Strong analytical and decision-making abilities.
- Self-motivated with the ability to motivate and influence others.
- Must be familiar with and able to analyze and manipulate electronic (software based) management tools including metrics, dashboards for measuring KPI's, and or CPI's.
- Must be able to participate in on-call activities based on assignment by the Service Desk Manager.
Benefits:
- Medical, dental, vision, basic life, AD&D, and disability insurance.
- Enrollment in our company's 401(k) or Supplemental Income Plan, subject to eligibility requirements.
- Eight paid holidays annually, five sick days, and four personal days.
- Vacation time offered at an accrual rate of 3.08 hours biweekly.