Service Coordinator
About The Position
The Service Coordinator is the operational hub of Avinext’s Service Department. You will coordinate service requests from the time they are received through scheduling, completion, and billing. Throughout the day, you will work closely with customers and technicians to prioritize requests, schedule resources, monitor service tickets, communicate changes, and help ensure our customers receive responsive and professional service. Our Service Department supports a variety of technologies, including Managed IT, Audio Visual, Electronic Security, and Low Voltage systems. You do not need to be a technician, but you will develop enough technical understanding to recognize the type of assistance a customer needs and coordinate the appropriate resources.
Requirements
- High school diploma or equivalent required
- Excellent organizational and follow-through skills.
- Strong verbal, written, and telephone communication skills.
- Strong customer-service and interpersonal skills.
- Ability to manage multiple priorities and respond effectively when schedules change.
- Strong attention to detail and commitment to accurate documentation.
- Ability to work effectively with technical and non-technical employees.
- Good judgment regarding prioritization, urgency, and escalation.
- Strong computer skills and the ability to learn service-management software.
Nice To Haves
- Associate degree preferred
- Two or more years of experience in service coordination, dispatch, customer service, scheduling, operations, or a similar role preferred.
- Experience with ConnectWise or another ticketing, dispatch, or service-management platform is a plus.
- Experience in technology services, managed services, field service, construction, or a similar service environment is beneficial.
Responsibilities
- Serve as a primary point of contact for customers requesting service.
- Receive and process service requests from customer walk-ins, phone, email, and our service-management system.
- Gather the information needed to create clear and actionable service tickets.
- Prioritize, schedule, assign, and dispatch service requests to appropriate technicians.
- Monitor technician availability and adjust schedules as customer needs and priorities change.
- Keep customers informed regarding scheduling, ticket progress, delays, and other service updates.
- Monitor Service boards throughout the day and identify unassigned, aging, stalled, or time-sensitive tickets.
- Help ensure service requests are handled in accordance with applicable Service Level Agreement requirements.
- Coordinate escalations and resource changes when additional technical expertise or management involvement is needed.
- Ensure Service tickets contain accurate statuses, notes, categories, time entries, expenses, and other required documentation.
- Review completed tickets for billing readiness and invoice Service work in a timely manner.
- Coordinate vehicle availability for Service personnel, including arranging shared company vehicles with other departments when necessary.
- Maintain organized control and accountability for company vehicle keys.
- Work with technicians and management to reinforce established Service processes and keep work moving efficiently.
Benefits
- Medical, dental, vision, and AD&D insurance
- 401(k) retirement plan
- Cell phone reimbursement plan
- Flexible time off with paid vacation and sick leave
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
