Service Coordinator

Service Coordinator / Office ManagerPosition: Service Coordinator Type: Part-time Salary/Pay: $17 to start, commensurate with experienceGeneral Summary:The Service Coordinator & Office Manager is responsible for prioritizing incoming service requests, coordinating vendors and service providers, quoting, procurement, order tracking and invoicing. Handles basic support requests such as password changes and software installation.Essential Duties and Responsibilities:The Service Coordinator position is a key contributor in the success of ensuring client satisfaction. This is achieved by proper triaging and managing of service requests, coordinating product & service delivery and helping in managing client expectations.Act as the single point of contact to the customer for all types of service requestsPre-process service requests as they arrive through email or phone; rank according to urgencyHandle basic service requests such as password resets and software installationCoordination of all IT support resources to ensure maximum utilization of billable resourcesContact & schedule internal and external technical resourcesQuote and order products and services for clientsOrganize receipts, time entry records and other documentation. Assist with invoicing.Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesResearch and test new products and services as neededKnowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Basic computer, mobile and operating system knowledgeAbility to work on multiple priorities and/or projects simultaneously.Excellent listening and communications skills, both verbal and written.Strong customer relationship skills.Organized, detail oriented and self-motivated.Strong computer skills and the ability to effectively communicate through e-mail.Ability to remain in contact with the client thru the completion of the incident.Basic problem-solving abilities and ability to meet reasonable deadlines.Ability to build positive and collaborative relationships.Willingness to develop professionally.Ability to work with little supervision and manage geographically dispersed team.Ability to process and filter large amounts of informationExpected Outcomes:Improve customer service, perception, and satisfactionQuickly respond to customer requestsAbility to work in a team and communicate effectivelyImprove usage and increase productivity of IT support resourcesEscalate service requests that cannot be scheduled within agreed service levelsReport the utilization of IT Support resources and successful completion of service requestsResponsible for entering time and expenses as it occursEnsure detailed service tickets are maintained for each service requestSuccess in the Service Coordinator position will be based on your ability to meet or exceed our client’s expectations in ensuring their incidents are completed to their satisfaction. This position will be graded on the thoroughness of the information they obtain from the client, feedback from the technical support team and the satisfaction of our clients.Educational/Vocational/Previous Experience Recommendations:Ability to type 30+ WPM (words per minute)Working Conditions:Home office with occasional trips to clients in typical professional office environmentsReliable transportation requiredThe statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. Metzler Consulting