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Service Desk Coordinator

HOUSTON-77003, TX, US
02/14/2020

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Required Skills

MS Office

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Service Coordinator

Committed to integrity and excellence in customer service, on the job training and support. Company culture is described as:

Detail Oriented – Quality and Precision Focused

Team Oriented – Cooperative and Collaborative

Top-notch team fosters an atmosphere where even the most seasoned experts can learn and grow.

We are seeking an energetic professional who doesn't mind wearing multiple hats: someone who is experienced in handling a wide range of tasks and is able to work independently with little or no supervision.

Job Description:

The coordinator will serve as the first point of contact for clients and engineers, functioning as an intermediary.

The coordinator is responsible for meeting and exceeding client expectations.

This is accomplished by scheduling a team of engineers both reactively and proactively.

The fundamental aspect of this role is coordinating daily service requests from clients and proactive tasks needing completion.

This role is a great opportunity for a dedicated, reliable individual.

The requirements listed below are representative of the knowledge, skills, and abilities required for success in this role:

Required Skills:

Impeccable integrity and honesty

Excellent customer service skills

Strong interpersonal and excellent written and verbal communication skills

Polite and kind demeanor

Ability to handle high stress situations and thrive under pressure

Ability to multi-task and adapt to change quickly

Technical awareness: ability to match resources to technical issues appropriately

Accurate typing skills to ensure quick and accurate entry of service requests, proficiency in MS Office and Excel

Excellent time management skills and ability to multi-task and prioritize work

Motivated with the ability to work in fast paced environment

Ability to work in a team and communicate effectively

Attention to detail and accuracy

Problem solving skills

Strong organizational and planning skills

Job Responsibilities:

Monitor resource schedules to ensure prompt time entry on service requests

Communicate professionally with clients and team members on all service requests

Follow up on urgent client needs and work with management on any high priority requests

Coordinate all support groups to ensure maximum utilization of billable resources

Complete special projects and keep management informed of progress

Ensure security, integrity and confidentiality of data

Daily duties:

Assist service manager with scheduling internal and field resources on the dispatch calendar

Field and triage incoming client calls; create dispatch tickets for all service calls

Schedule and dispatch engineers and/or equipment to appropriate locations according to customer requests specifications, or needs

Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes and agreed outages, and follow up to improve customer service, perception and satisfaction

Escalate requests that cannot be scheduled within agreed service levels to ensure timely turnaround of client requests

Process service requests and prioritize as they arrive through email, manual entry, or direct customer input working within our ticketing database

Relay service requests, messages, and information to or from coworkers and clients using service tickets and email

Confer with customers or management to address questions, problems, and requests for service or equipment

Maintain the dispatch board / schedule; dispatch engineer for service requests as needed

Forecast workload for 2 – 5 days forward

Oversee/process all communications pertaining to service requests (internal and external)

Follow up on all pending requests

Update customer files as information is received

Review and close some service orders (as assigned)

Other duties as assigned

Previous Experience Desired:

2 years' experience in dispatch in a comparable industry

2 years of customer service experience

Please apply only if you can work 8 a.m. – 5 p.m. Monday through Friday

Working Conditions/Environment:

Standard professional office environment (including ties for men and professional dress for women)

Excellent benefits - health, dental, vision, life insurance, vacation and matching 401k

Compensation is commensurate with experience

Sincere expectations of consistent excellent performance, supported through teamwork