Service Coordinator (West Coast

The role of the Service Coordinator is to provide the highest quality customer experience. Working with our clients, business partners and the Managed Services team, the Service Coordinator, will receive and evaluate IT support requests and assign resources to provide client support in a timely, efficient and accurate manner. This position has frequent contact with clients, peers and vendors.

The successful candidate will have excellent customer service skills and be able to think creatively to coordinate service calls to the satisfaction of both the customer and support technicians. Attention to detail, focus, ability to communicate effectively and work independently are a must. Candidates that have prior experience in customer service, call center, dispatcher, scheduler roles are encouraged to apply.

• 1. Process all incoming requests for service desk support; requests will come in, via phone primarily, but also email and /or other methods.
• 2. Schedules and dispatches tickets to appropriate Client Service Advocate for issue resolution
• 3. Adjust tickets to accommodate higher priority issues
• 4. Utilize software to document and track all “Service Call” schedules
• 5. Be aware of all urgent tickets and verify client expectations are being met
• 6. Communicate escalated issues to appropriate leadership
• 7. Track, trend & elevate service tickets approaching SLA breach
• 8. Monitor service personnel scheduled to ensure support coverage
• 9. Manage ticket backlogs ensuring ownership, appropriate follow-up and issue resolution
• 11. Ability to identify performance deficiencies and drive corrective action
• 12. Daily, Weekly & Monthly Analytics
  • a. Calls Answered
  • b. Calls Abandoned (Target 5-8%)
  • c. Calls to Voicemail
  • d. Average Call Duration (Target