Service Delivery Coordinator

Optus, Inc•Jonesboro, AR

2d•Onsite

About The Position

The Service Delivery Coordinator is a highly motivated individual that can work in a fast paced environment and transition from task to task smoothly. Strong teamwork and ability to work closely with other members of the team and company to provide a full solution to meet customer needs. Expected to have a high level of customer service and phone etiquette, along with the ability to transcribe information into customer facing notes and ensure accuracy on cost/billing for Accounting to process. The Service Delivery Coordinator will be expected to develop a base level of technical knowledge through scheduled training opportunities and also with tenure in the position. Will communicate using multiple sources such as – email, phone, Instant Messaging, Salesforce case updates, and face-face. Who We Are: At Optus, we're the go-to experts for enterprise organizations looking to stay ahead in the tech world. For over 30 years, we've been helping companies make the most of their business technology, whether they're working in the office or from home. Our goal? To be the most trustworthy, most reliable, and most innovative IT services firm for companies across North America. We're all about finding the right technology solutions and services for our clients. Our team works closely with each company to understand what they need and create a plan that fits their goals. We're not tied to any one brand or partner, so we can always recommend the best tools for the job. Whether you're passionate about helping people, love working with technology, or have a knack for problem-solving, there's a place for you at Optus. We're looking for people who want to grow their skills, help businesses succeed, and help us create customers for life.

Requirements

College degree preferred, High school degree or equivalent required
Experience with Microsoft Word, Excel and Outlook required
Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
Strong written and verbal communication skills required
A keen attention to detail and great organizational habits are mandatory
Participation in scheduled on call rotation during nights and weekends
This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities

Nice To Haves

Previous telephony experience a plus

Responsibilities

Provide exceptional customer service to a diverse group of internal and external customers
Answer incoming queue calls in a fast paced environment and triage based on type of call
Responsible for dispatching standard break/fix or MAC tickets
Conduct daily follow up calls with subcontractors to ensure daily appointments are met
Complete check in/out or dispatch confirmation calls
Dispatch emergency tickets based on skillset and workload assignments
Use GeoPointe to identify/schedule subcontractors for service and negotiate rates to maximize profitability
Respond to standard customer or tech inquiries via email, Salesforce, or phone
Understand high-level customer specific account requirements and ensure proper cost/billing
Update service tickets using the appropriate fields in Salesforce
Review requests for equipment orders and submit for processing & delivery
Escalate complex issues & customer escalations to Tier 2 and/or Management if needed
Train new & current team members on internal/external processes, workflows, and changes
Participate in 24x7x365 on call rotation after a minimum of 90 days in position or management discretion
Model appropriate behavior in regard to Optus’ Core Values and Code of Ethics policies and support Optus’ team approach to quality to drive Optus forward
Other duties or tasks assigned by management