Service Coordinator

Service Coordinator position with New Era Technology offers you the following:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO

*** At this time, we are unable to offer visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship now or in the future.

The Service Coordinator manages and executes work orders efficiently by optimizing processes and ensuring the quality and timeliness of deliverables while adhering to PMO standards and methodologies. This role requires maintaining a high level of communication in a fast-paced, high-volume environment. The Service Coordinator receives incoming service and installation requests from Customers and Operations during business and after hours.

PRIMARY DUTIES:

Planning and Scheduling:

• Receive work requests from customers and schedule work orders via company-issued toolsets and systems.
• Review work orders and ensure all necessary information is available to successfully complete the requested work.
• Plan and schedule work orders based on priority and resource availability.
• Properly communicate all necessary information to resources to successfully complete each work orderMonitoring Progress and Documentation Tracking:

Maintain work order status throughout the lifecycle process including dispatching, onsite verifications, status updates, and close-out activities.

• Document all work order related information in ticketing software to include progress notes, arrival time, departure time and issues that arise with installation.
• Maintain work order schedules and escalate any schedule deviations to the appropriate customer, resource, and/or project team.
• Monitoring resources arrival onsite within the specified timeframes.
• Communicate with technicians and/or sites prior to the install date to verify that the technicians, contractors, and/or sites are aware of their assignments.
• Communicate proactively with customers to provide status updates, requested deliverables, and confirmation of successful completion of each work order.
• Document and communicate with the appropriate team regarding resource performance and issues.

Adherence to SLAs and Performance Metrics:

• Ensure compliance with Service Level Agreements (SLAs) and accountability to Key Performance Indicators (KPIs). 

Quality and Compliance:

• Ensure compliance with quality standards and operational procedures.
• Conduct thorough review of work orders to verify accuracy and adherence to guidelines.
• Improve customer satisfaction/NPS scores.
• Ensure that corporate policies and procedures are understood and followed.
• Attend and contribute to weekly operations meetings.

EXPERIENCE:

• 1 year + related industry experience preferred
• Customer-centric focusing on meeting customer needs and concerns.
• The ability to build collaborative relationships by working effectively with internal and external customers by promoting open communication and fostering a positive cooperative environment.
• Work both independently and collaboratively within a team environment. Managing tasks autonomously while also contributing effectively to team objectives.
• Proactive problem-solving and anticipating challenges customers may face and addressing to prevent escalation.
• Ability to adapt to fluctuating priorities and effectively managing unexpected challenges and changes in a work environment.
• Ability to assess and interpret information from various sources to make informed decisions and solve challenges effectively.
• Proficient in verbal and written communication skills, with the ability to present information clearly, respond professionally to inquiries and interact with managers, employees and customers.
• Working knowledge of Outlook, Excel, Access and Word; Alert and ConnectWise preferred

LANGUAGE SKILLS: Ability to read, understand, and interpret job-related documents, instructions, policies, and communications in English. Ability to communicate effectively in English, both verbally and in writing, with employees, customers, vendors, and other business partners, as applicable to the position.

REQUIRED EDUCATION/CERTIFICATIONS:

• High School diploma or equivalent
• At least one year of previous customer service experience required

 WORK ENVIRONMENT: Remote.

 EXPECTED HOURS OF WORK: This position generally operates during normal business hours; however, specific start and end times may vary based on business needs, workload, and job responsibilities. Occasional work outside of normal business hours may be required.  For Eastern and Central Time Zones the hours are Monday - Friday 9am - 6pm.  For Mountain and Pacific Time Zones the hours are Monday - Friday 8am - 5pm.