Service Coordinator / Office Manager

Service Coordinator / Office Manager

Position: Service Coordinator Type: Part-time Salary/Pay: $17 to start, commensurate with experience

General 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 requests

• Pre-process service requests as they arrive through email or phone; rank according to urgency

• Handle basic service requests such as password resets and software installation

• Coordination of all IT support resources to ensure maximum utilization of billable resources

• Contact & schedule internal and external technical resources

• Quote and order products and services for clients

• Organize 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 outages

• Research and test new products and services as needed

Knowledge, Skills, and/or Abilities Required:

• Basic computer, mobile and operating system knowledge

• Ability 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 information

Expected Outcomes:

• Improve customer service, perception, and satisfaction

• Quickly respond to customer requests

• Ability to work in a team and communicate effectively

• Improve usage and increase productivity of IT support resources

• Escalate service requests that cannot be scheduled within agreed service levels

• Report the utilization of IT Support resources and successful completion of service requests

• Responsible for entering time and expenses as it occurs

• Ensure detailed service tickets are maintained for each service request

Success in the Service Coordinator position will be based on your ability to meet or exceed our clients 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 environments

• Reliable transportation required

The 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.