Customer Service Coordinator (Back To Business I.T.)
About The Position
As a Customer Service Coordinator (Back To Business I.T.), you will work with cutting-edge technologies and collaborate with a talented team of professionals at Back To Business I.T.’s office in Beavercreek, Ohio. This role is critical in assisting with scheduling support work for clients, dispatching field technicians to client sites for support issues, working with clients, elevating customer service initiatives, and helping to maintain exceptional relationships with our clients. Join us and be part of an exceptional company culture driven by core values, collaboration and emphasis on employee growth and career building.
Requirements
- 3+ years of experience within an IT Dispatch Support role.
- A client focused mindset with strong customer service skills.
- Strong scheduling, coordination, and follow up skills.
- Outgoing personality with excellent interpersonal skills and the ability to build rapport with clients.
- Must have excellent verbal communication and documentation skills.
- Proficient in Microsoft Office Suite.
- Strong individual time-management and multitasking skills.
- Self-motivated with the ability to work in a fast-paced environment.
Nice To Haves
- Bachelor’s degree preferred but not required. We will consider relevant experience in lieu of a degree.
- Proficiency using ConnectWise or other IT Service Management platforms.
- Basic technical or operations knowledge (help desk).
Responsibilities
- Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to service engineers.
- Process service requests as they arrive through email and phone calls.
- Manage ticket flow in our IT Service Management Platform.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Communicate proactively with customers to keep them informed of resolution progress.
- Process deliveries and any inventory coming into or out of the building.
- Work with clients and internal staff to escalate technical issues appropriately and in a timely manner.
- Review tickets to ensure processes are followed, communication is thorough, documentation is accurate, and tickets are closed out.
- Assist with generating reports related to client service metrics and assist with client system reviews as necessary.
- Build and maintain close relationships with clients.
Benefits
- Employee Medical Premium on the High Deductible Health Plan (HDHP)
- Basic Life Insurance and AD&D
- Short-Term Disability (STD)
- Long-Term Disability (LTD)
- Health Reimbursement Account (HRA)
- 401(k) Match
- Job-Related Certifications
- Training Programs
- Medical
- Dental
- Vision
- HSA
- FSA
- Voluntary Term Life
- 401(k) (Roth and Pretax available)
- PTO
- Flexible Schedules
- Holidays
- Paid Parental Leave
- Paid Training and Development
- Tuition reimbursement contributions for those in higher-level education programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
