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Service Coordinator

2 months ago


La Puente, California, United States Allied Universal® Technology Services Full time
Job Description

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.