Service Coordinator
About The Position
The Service Coordinator coordinates service and support team activities and maximizes resource utilization by monitoring incoming client requests and dispatching them to appropriate resources. The role serves as a central point of contact for client service requests, supports timely scheduling and resolution, and maintains communication with clients about progress, changes, outages, and outstanding issues. The coordinator helps improve service delivery and team productivity, monitors schedules and time entry, prepares accurate reports and metrics for management, and contributes to service continuity, problem resolution, risk mitigation, and successful project delivery. The role also supports team development and training, documents and maintains service processes and procedures, helps implement changes, and contributes to the design and development of new services. Work is scheduled Monday through Friday, 8:00 AM to 5:00 PM.
Responsibilities
- Serve as the single point of contact for customer service requests and escalated problem identification and resolution.
- Coordinate support groups and dispatch service requests to maximize utilization of billable resources.
- Pre-process incoming service requests received by phone, email, manual entry, or direct customer input.
- Schedule service and support resources through the dispatch portal and monitor schedules for prompt time entry.
- Keep clients informed about incident progress, impending changes, agreed outages, and escalated issues.
- Maintain awareness of outstanding pre- and post-delivery client issues and provide status updates as needed.
- Follow up with clients to verify resolution and assess satisfaction.
- Interface with technical personnel when client problems cannot be effectively resolved by the coordinator or team.
- Provide management with accurate reports and metrics on the status and budget of ongoing projects and agreements.
- Improve the use and productivity of service and support resources and seek fast turnaround of client requests.
- Escalate requests that cannot be scheduled within agreed service levels and route service and support issues to appropriate teams.
- Account for billable and non-billable time through the ticketing system.
- Identify risks, communicate them, and help mitigate them so services and projects are delivered successfully through production.
- Drive problem investigations and resolution as required and contribute leadership to service continuity.
- Design, document, maintain, and enforce service and support processes, procedures, standards, and solution implementation practices.
- Assist with efficient and effective change implementation and contribute to designing and building new services.
- Support team development and training, and help align daily activities with team members’ career interests.
- Identify opportunities for improvement and make constructive suggestions for change.
- Build and maintain professional client relationships, deepen client relationships, and improve client satisfaction and perception.
- Maintain knowledge of client businesses, service catalogs, client needs, and emerging technologies.
- Understand service and support objectives, team member roles, and internal systems such as PSA and RMM.
- Perform work and make decisions in accordance with SCA’s core values and Count on Us philosophy.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
