Service Coordinator

Job Description

Job Description

Customer Service Representative, Service Coordinator, Service Dispatch, Customer Service Specialist, Customer Service Representative

 

Job Description:

The Solutions Coordinator is responsible for coordinating the activities of and attaining maximum utilization of the service and support teams through daily dispatch of service requests by monitoring incoming client requests so that they can be dispatched to the appropriate resource. 

Basic Functions:

1. Act as the single point of contact to the customer for all types of service requests.
2. Coordination of all support groups to ensure maximum utilization of billable resources.
3. Pre-process service requests as they arrive through phone, email, manual entry, or direct customer input.
4. Schedule service and support resources on the dispatch portal.
5. Monitor resource schedules to ensure prompt time entry on service requests.
6. Communication with client as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
7. Function as the client’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
8. Coordinate the dispatch process of service requests to ensure full utilization of resources.
9. Improve usage of Service and Support resources and increase productivity of the team.
10. Communicate with all parties in a constructive manner to guarantee client expectations are met.
11. Maintain awareness of all outstanding client pre- and post-delivery issues and provide status to clients as necessary.
12. Perform client follow-up to verify final resolution and determine satisfaction level.
13. Interface with appropriate technical personnel for client problems that cannot be resolved effectively.
14. Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
15. Understand overall service and support objectives, as well as the role and function of each team member.
16. Assist with the development of the team by ensuring that daily tasks and activities are in line with their career interests.
17. Contribute to the continuity of services by providing the necessary leadership.
18. Drive problem investigations and resolution as required.
19. Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
20. Design and maintain process documentation for the service and support team.
21. Assist in the process of implementing change efficiently and effectively.

 

Additional Duties and Responsibilities:

1. Improve customer service, perception, and satisfaction.
2. Fast turnaround of client requests.
3. Ability to work in a team and communicate effectively.
4. Improve usage and increase productivity of support resources.
5. Escalate service requests that cannot be scheduled within agreed service levels.
6. Account for all time, billable and non-billable time thru ticketing system.
7. Understand processes in PSA, RMM, and other internal systems. 
8. Identify areas for improvement and make constructive suggestions for change.
9. Continually seek opportunities to increase client satisfaction and deepen client relationships.
10. Escalate service and support issues to the appropriate team as required.
11. Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
12. Communicate escalated issues to clients keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
13. Maintain specific knowledge of the client and how our service relates to their business strategy and goals.
14. Develop in-depth knowledge of the service catalog and how it relates to client's needs.
15. Involvement in the design and building of new services.
16. Assist with training to develop and refine the skills of the service and support team.
17. Document internal processes and procedures related to duties and responsibilities.
18. Remain up-to-date with current and future technologies emerging in the industry.
19. Improve client service, perception, and satisfaction. Maintain professional relationships with clients
20. Perform all work and make all decision based on SCA's core values and Count on Us philosophy

Monday through Friday, 8:00AM to 5:00PM