Service Coordinator

Grapevine MSP Technology Services is seeking a full-time Service Coordinator to join our team. The role involves providing exceptional customer service, enhancing customer satisfaction, and strengthening working relationships.

Responsibilities

• Fast turnaround of customer requests
• Contribute to a team environment by communicating effectively and coordinating with all to ensure maximum utilization.
• Schedule internal and field technical resources within the dispatch ticketing system.
• Handle and resolve customer concerns or issues promptly and accurately via email or phone, escalating to the Service Manager as needed.
• Communication with customers as required. Keep customers informed of progress, notifying them of impending changes or outages.
• Assist with escalating service requests not scheduled within agreed service level agreements.
• Monitor technicians' schedules to ensure accurate and prompt arrival times.
• Before missing appointment times, communicate with the technician and customer for alternative times.
• Handle incoming phone calls related to sales opportunities, working with customers and sales representatives to handle pre- and post-sale activities.
• Work with the procurement team to monitor product order shipments to ensure on-time delivery to customers.
• Notify customers of shipping flow issues in advance.
• Develop knowledge about each customer's business, requirements, and network.
• Become familiar with training materials related to job tasks and requirements.
• Maintain a competent understanding of our company's capabilities and goals.
• Coordinate, analyze, and improve customer service functions to meet our and customers' goals.
• Responsible for tracking, monitoring, utilizing, and providing reports as requested by management.

Requirements

• Previous experience in Service Coordination/Dispatch, IT, or other related fields
• Strong communication and interpersonal skills
• Great attention to detail
• Excellent organizational and coordination abilities
• Self-Driven
• Multitasking
• Dependable
• Office 365

Benefits

• Competitive Pay
• 401K Plan with matching pay contributions
• Grapevine MSP offers access to low-cost, high-quality healthcare options, "Health, Dental, and Vision."
• Vacation time
• Paid Sick Time
• Performance Bonuses
• Work Anniversary Recognition
• Equipment and Tools Provided
• Plenty of training courses are covered if you want to advance further; Grapevine MSP offers Growth and Development Plans with Industry-Specific Training.
• Team Events
• Social Events.