Service Coordinator III

CPG Beyond•Ashburn, VA

14h•Onsite

About The Position

The Service Coordinator III is responsible for managing service operations from end to end, ensuring all service requests are completed efficiently and accurately. This includes accepting inbound service calls, dispatching technicians, and virtually monitoring customer systems to ensure proper equipment function. The role involves comprehensive scheduling and rescheduling of services, maintaining preventative maintenance schedules, and coordinating with third-party contractors. Key aspects of the position include providing clear and timely communication to both customers and internal teams, following up on outstanding requests, emailing service reports, and escalating issues for timely resolution. The coordinator is also responsible for documenting and categorizing all relevant information in the system and adhering to internal operational processes.

Requirements

At least 4 years of scheduling/monitoring experience
Experience working with data center environments
Must possess exceptional customer service skills
Must have exceptional communication skills
Must have problem solving skills
Must have the ability to multi task efficiently
Must possess exceptional time management and organizational skills
Must have a sense of urgency to ensure all requests are managed in a timely manner
Must be able to work independently and with a team
Must be available to be placed on the rotating service after hours on call schedule
Willing to work some evening and weekend shifts as needed
Must have reliable transportation
Must maintain a professional demeanor at all times
Must be a US Citizen
Proficient in Microsoft Office Suite

Responsibilities

Accept in bound service calls and dispatch technicians as needed
Virtually Monitor customer systems to ensure all equipment is functioning properly (as needed)
Complete scheduling and rescheduling as needed for all services ensuring that the system schedule is updated accurately daily
Maintain the preventative maintenance schedule for assigned customers ensuring that all services are completed as contracted.
Manage third party contractors, schedule and coordinate all services as needed
Provide clear and timely communication to our customers at all times
Provide clear and timely communication to our internal team at all times
Follow up on all outstanding service requests ensuring that all services are completed
Email all service reports to customers, once all services have been completed
Follow up with the project management team to ensure that all technicians follow up items listed on the service reports are proposed and submitted to the customer for approval
Escalate all issues and concerns as identified to ensure timely response and resolution to our customers.
Scan, categorize and save all applicable documentation into their appropriate locations in the system for future reference
Manage all services from end to end ensuring all areas of the service requests are completed
Follow all internal operational processes as instructed