SERVICE COORDINATOR

**Please be advised this position is located in WHITE SALMON, WA. approximately a 60 minute drive east of Portland/Vancouver, please be aware that this job would require commuting daily to the office, however company benefits do include a company vehicle and a gas card**

GENERAL SUMMARY: 

The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. 

 

Essential Duties and Responsibilities: 

The Service Coordinator position is a key contributor in the success of ensuring client satisfaction. This is achieved by proper follow through, proper triaging and managing of service requests and helping in managing client expectations. 

  • Act as the single point of contact to the customer for all types of service requests 

  • Work with the Service Manager to coordinate all IT support groups to ensure maximum utilization of billable resources and to maximize effectiveness 

  • Pre-process service requests as they arrive through email, manual entry, or direct customer input. 

  • Schedule internal and field technical resources based on priority, impact, age and efficiency considerations (mostly field tech related). 

  • Monitor resource schedules to ensure prompt time entry on service requests and on-time service delivery. 

  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes to the schedule or known outages/downtime. 

Knowledge, Skills, and/or Abilities Required: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

  • Basic computer and operating system knowledge 

  • Ability to work on multiple priorities and/or projects simultaneously.  

  • Excellent listening and communications skills, both verbal and written.  

  • Strong customer relationship skills. 

  • Ability to maintain a levelheaded composure and maintain sound judgement under stressful situations. 

  • Organized, detail oriented and self-motivated.  

  • Strong administrative computer skills and the ability to effectively communicate through e-mail.  

  • Ability to remain in contact with the client thru the completion of the incident. 

  • Basic problem-solving abilities and ability to meet reasonable deadlines.  

  • Ability to build and maintain positive and collaborative relationships.  

  • Willingness and ability to develop professionally.  

  • Ability to work with little supervision and assist in managing the service team. 

Expected Outcomes: 

  • Improved customer service, perception, and satisfaction 

  • Improved response time to customer requests 

  • Improved service team and client communication 

  • Improved usage and increased productivity of IT support resources 

  • Improved escalation of service requests that cannot be scheduled within agreed service levels 

  • Work closely with the Service Manager to improve the the utilization of IT Support resources and successful completion of service requests 

  • Responsible for entering time and expenses as it occurs 

  • Ensure detailed service tickets are maintained for each service request 

  • Success in the Service Coordinator position will be based on your ability to meet or exceed our client’s expectations in ensuring their incidents are completed to their satisfaction 

  • This position will be graded on the thoroughness of the information they obtain from the client, feedback from the technical support team and the satisfaction of our client

Educational/Vocational/Previous Experience Recommendations: 

  • Ability to type 40+ WPM (words per minute) 

  • 3+ years’ experience in Customer Services is required. 

Working Conditions: 

  • Normal professional, office environment.  

 

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. 


If this sounds like it could be a good fit for you, Fill out the form below and see if you're a good fit for Radcomp. We look forward to hearing from you!

Job Type: Full-time
 

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