Customer Support Coordinator - Technical Scheduler

NorcomCT • Naugatuck, CT

2d • $25 - $36 • Onsite

About The Position

Northeastern Communications, Inc., a local leader in the wireless communications industry, is seeking outstanding individuals to join our customer support team Northeastern Communications, Inc. is headquartered in Naugatuck, CT and operates a satellite service center in Stratford, CT. The company was founded in the late 1950s and has grown to employ forty-five team members at two locations with twelve-million dollars in sales annually. We specialize in the design, sale, implementation, and support of wireless communications and data systems for public safety, government and enterprise clients throughout Connecticut. We are proud to provide quality Motorola products and services and have been recognized as an outstanding Motorola sales and service partner on several occasions. We are seeking talented, enthusiastic individuals to help achieve our goal of providing the highest level of service to our clients. Our clients depend on our systems to protect the public and save lives; we depend on our support team to provide “best in class” support to keep our customer’s mission critical systems up and available every day. Our continued success is a result of an outstanding team of people devoted to supporting our mutual goals. Our company demands excellence from our team members to meet these goals and offers the following benefits to all full time employees: Competitive salaries commensurate based on experience, training/education and certifications Medical and dental insurance Life and disability insurance 401k Employer match Paid personal time off (sick and vacation) Bonus and profit sharing programs Our company provides a wide range of products and services and our customer support team is made up of a variety of positions and specialties. We are currently seeking applicants for Customer Support Coordinator - Service and Installation Dispatcher. This position requires excellent interpersonal skills, attention to detail, technical aptitude and solid computer skills. Salary, daily responsibilities and the opportunity for advancement are based on the skills and experience that a candidate possesses. Our goal is to provide a work experience that will create a long term, mutually beneficial relationship between the employee, the company and our customers Summary: The current position available on the customer support team is for Service Dispatcher. This individual is responsible to receive and document service and installation requests from customers and coworkers and schedule/coordinate service and installation technicians. All members of the customer support team handle various customer interactions and administrative tasks in addition to their primary responsibilities. In addition to the general requirements listed below, the Service Dispatcher position requires experience with the use of two-way radio communications systems in the public safety/first responder environment and must have demonstrated technical aptitude and experience. Applicant must be able to Interact and communicate with customers and co-workers in a clear and effective, professional manner Assess customer needs and requests and determine the level of response required Identify issues that require escalation and escalate them quickly and effectively as required Manage multiple priorities in a fast paced, sometimes stressful environment Effectively document information in a call tracking and Customer Relationship Management (CRM) system Understand technical concepts Be a self-starter and work effectively with minimal supervision Remain organized and productive with minimal supervision Be able to organize and present information in a cohesive manner

Requirements

• Must be extremely detail oriented
• Be on time for work and have consistent attendance
• Must have technical aptitude
• Must have experience with the use of two-way radio communications systems in the public safety/first responder environment
• Customer service/internal support experience is preferred
• Strong problem solving ability
• Ability to compose and properly format professional, grammatically correct emails, correspondences and letters
• Ability to read and understand basic technical documents
• Ability to pass company’s and customer’s background checks
• Ability to pass pre-employment physical and drug tests
• Must have Connecticut drivers license with good driving record
• Proficiency in the use of computers and standard office equipment
• Proficiency and experience in the use Microsoft Outlook (Email), Word, Excel, web browser and other standard Windows programs
• Ability to lift and carry 25 pounds of equipment
• Interact and communicate with customers and co-workers in a clear and effective, professional manner
• Assess customer needs and requests and determine the level of response required
• Identify issues that require escalation and escalate them quickly and effectively as required
• Manage multiple priorities in a fast paced, sometimes stressful environment
• Effectively document information in a call tracking and Customer Relationship Management (CRM) system
• Understand technical concepts
• Be a self-starter and work effectively with minimal supervision
• Remain organized and productive with minimal supervision
• Be able to organize and present information in a cohesive manner

Responsibilities

• Answer and address/direct phone calls from customers and employees
• Create new service and sales requests in CRM/case management system
• Update open requests in CRM/case management system based on information from service technicians and others
• Determine what level of response is required for each service request and schedule employees or take appropriate other action
• Assign pending tasks to service personnel
• Coordinate service, install and project tasks with customers
• Monitor service and project activities throughout the day and re-prioritize as required
• Escalate issues in a timely manner when required
• Place parts orders and pick items required to fulfill orders
• Work with customers to determine what items are needed, provide quotes and enter customer orders
• Work with customer on billing authorization and documentation
• Ensure that items/orders are complete before scheduling
• Review case statuses, expedite orders and update customers with order status
• Request RMAs from service providers and vendors
• Review for completeness and accuracy, finalize and close out project and service orders
• Manage project inventory and release of equipment
• Effectively manage CRM follow up tasks
• Occasionally travel for customer meetings and training in company owned vehicles
• Other duties as may be assigned from time to time

Benefits

• Competitive salaries commensurate based on experience, training/education and certifications
• Medical and dental insurance
• Life and disability insurance
• 401k Employer match
• Paid personal time off (sick and vacation)
• Bonus and profit sharing programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed