NSC Account Manager

Description

Do you enjoy helping customers, solving problems, and keeping service requests moving? TRCA is seeking an organized, dependable NSC Account Manager to coordinate technology service requests and provide excellent customer service from the initial call through completion.

TRCA provides nationwide communications and technology solutions, including hardware, installation, cabling and new technology sales. In this role, you will connect customers with the right technicians, communicate updates, and follow through to ensure service needs are resolved.

The NSC Account Manager coordinates customer service requests for phone systems, data networks, and other technology. This position serves as a primary contact between customers, field technicians, sales representatives, and internal departments, managing service requests from initial intake through completion and customer follow-up.

Receive customer service requests by phone and email, gather relevant information, and document service needs accurately.

Create, update, and manage service orders in the company’s ticket management system, maintaining complete notes, scheduling details, and service records.

Schedule and dispatch internal and nationwide field technicians based on service needs and technician availability.

Coordinate with customers, technicians, sales representatives, and internal departments to support timely service delivery.

Communicate appointment details, service status, delays, and next steps to customers and other involved parties.

Monitor open service tickets, follow up on outstanding items, and coordinate resolution of issues that could delay completion.

Identify and research customer concerns, assist within the scope of the role, and escalation of technical or service issues to the appropriate personnel.

Confirm completion of service work and follow up with customers to verify that their concerns have been addressed.

Prioritize multiple service requests while maintaining accuracy, professionalism, and consistent follow-through.

Perform other related administrative and customer support duties as assigned.

High school diploma or GED.

Previous customer service experience.

Excellent verbal and written communication skills.

Strong organizational skills, attention to detail, and time management.

Ability to manage multiple tasks and competing priorities.

Ability to remain calm and professional when addressing customer concerns.

Proficiency with Microsoft Office and ability to learn ticket management software.

Typing speed of at least 60 words per minute.

Ability to work independently, collaborate with others, and follow service requests through completion.

One to two years of customer service or administrative experience.

Experience scheduling, dispatching, or supporting field service technicians.

Experience using service ticket management systems.

Knowledge of telecommunications, low-voltage systems, or technology services.