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Service Coordinator Level 2

2 weeks ago

National City, California, United States AutoMates Full time $60,000 - $70,000 per year

JOB TITLE: Service Coordinator Level 2

SALARY RANGE: $60,000 - $70,000 + Benefits

HOURS OF WORK: 40 hours per week / Onsite

REPORTS TO: Service Delivery Manager

ABOUT US

AUTOMATES is a leading Managed Service Provider (MSP) specializing in comprehensive IT solutions for businesses of all sizes. We are dedicated to delivering cutting-edge technology and exceptional customer service, helping organizations achieve their business goals efficiently and effectively.

POSITION OVERVIEW

We are seeking a highly organized MSP Service Coordinator to join our team. As the backbone of our service delivery, you will handle calls, triage tickets, schedule appointments, and ensure client needs are met efficiently and professionally. This role is ideal for a detail-oriented individual with excellent communication skills and a commitment to providing exceptional customer service.

PRIMARY RESPONSIBILITIES

  • Answering client calls: Serve as the first point of contact with friendly and professional communication.
  • Ticket triage: Review, prioritize, and categorize incoming service requests based on urgency and impact. Escalate complex matters to the appropriate team members.
  • Appointment scheduling: Coordinate and schedule client visits, technician assignments, and project calls efficiently.
  • Client follow-ups: Provide prompt updates to clients regarding ticket progress and service timelines.
  • Documentation: Maintain thorough and accurate records of service interactions, ticket details, and schedules within the system.

REQUIREMENTS

  • Experience: 4 years of experience within an MSP environment in a dispatcher, customer service, scheduling, or similar coordinator role.

SKILLS:

  • Strong organizational and multitasking abilities.
  • Exceptional verbal and written communication skills.
  • Familiarity with PSA platforms, ticketing systems, or scheduling tools (e.g., ConnectWise, Autotask, etc.).
  • Ability to work independently and collaboratively with a team.
  • Basic understanding of IT terminology and processes (not required but preferred).

DESIRED QUALIFICATIONS

  • Previous experience in an MSP or IT services environment.
  • Knowledge of IT workflows, service ticket terms, and escalating protocols.
  • Experience working with tools like CRM systems or customer support applications.

BENEFITS

  • Paid Time Off (PTO): 10 days (increases based on tenure), plus holidays
  • Sick Time Off: 5 days
  • Birthday Off: Celebrate your special day on us.
  • Medical Benefits: Comprehensive group medical plans.
  • Retirement: 401K with employer matching.
  • Professional Development: Ongoing training to grow your skills and career.
  • Work Environment: Collaborative, fast-paced, and supportive team atmosphere.

HOW TO APPLY

If you're ready to take on a role that blends organization, customer service, and teamwork, we'd love to hear from you

Apply with your resume and a brief cover letter detailing your experience and interest in the position.

Job Type: Full-time

Pay: $60, $70,000.00 per year

Benefits:

  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Health savings account
  • Paid time off
  • Professional development assistance
  • Vision insurance

Experience:

  • Help desk: 2 years (Required)
  • Customer service: 4 years (Required)

Ability to Commute:

  • National City, CA Required)

Work Location: In person