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The SERVICE COORDINATOR is accountable for the following ONE 2 ONE business functions:

• Intake
• Service Coordination & Dispatch
• Client & Vendor Follow up
• Scheduling On Site & Bench Service Delivery
• Service Parts Process

SERVICE COORDINATOR Expectations:

• Emulate and promote the ONE 2 ONE culture by adhering to vision, mission and core values.
• Provide exemplary customer service to all existing and prospective customers
• Provide a 5-star client experience
• Proper use of the company CRM, accounting software and other programs as trained and directed.
• Represent ONE 2 ONE in the community via events such as conventions, expos, chamber functions and as directed by management
• Attend and participate in ONE 2 ONE department and company meetings as required
• Attend relevant webinars, seminars, conferences, and vendor training to keep current on training and industry standards
• Coordination of tech calendar & workday
• Field incoming support requests and following proper intake process
• Assessing ticket requirements & assigning/scheduling proper skill level tech
• Coordinate field service calls and dispatch requests
• Follow ups on waiting status tickets.
• Vendor Liaison Communication
• Ownership of all open tickets
• Work with the service team lead for any escalated tickets/items/issues
• Schedule the on-call rotation and service resource template in CW.
• Coordinate and handle service parts (inventory, warranty replacements, field service calls, etc.)
• Check in and out parts and tools
• Review client surveys and channel accordingly
• Admin support for the technicians
• Backup coverage for NOC team

Requirements

SERVICE COORDINATOR Competencies, Education, and Experience:

• 2 or 4-year college degree or equivalent job experience
• Previous call center or dispatching experience preferred.
• Experience coordinating people and holding them accountable.
• 3 years of related work experience
• 3 years customer service experience
• Strong written and verbal communication skills
• Strong client service focus
• Adaptability
• Works well under pressure
• Excellent organizational and time management skills
• Competency with the Microsoft Office suite products
• Methodical, process oriented, strong documentation skills

Benefits

• Medical, Dental, & Vision with Employer Contribution
• 401K with Employer Match
• Paid Time Off
• Volunteer Time Off
• Employee Assistance Program