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Service Coordinator

Company: Avinext
Location: College Station
Posted on: May 3, 2021

Job Description:

About Avinext

Based in College Station, Texas, Avinext is leading provider of Networking and Audio-Visual systems with over 30 years of successful business.  We are looking to expand our team with individuals who align with our core values of Always strive for excellence, Be committed, and Customer first (our ABC's).  These values reflect who we are as individuals and we use them to guide us in our relationships with customers, vendors, and team members.  If you align with these values and love wowing customers with service, then we invite you to apply to join our team!

Primary Role:

The Service Coordinator is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

Qualifications:

BA/BS, preferably in Information Systems or minimum 5 years experience in IT related field.  

Compensation and Benefits:

  • Pay commensurate with experience
  • Medical, dental, 401(k) and life insurance
  • Ongoing training and advancement opportunities
  • Fast paced and friendly work environment

Responsibilities:

  • Act as the single point of contact to the customer for all types of service requests.
  • Coordination of all support groups to ensure maximum utilization of billable resources.
  • Pre-process service requests as they arrive through email, manual entry, or direct customer input.
  • Schedule internal and field resources on the ConnectWise dispatch portal.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of support resources.
  • Escalate service requests that cannot be scheduled within agreed service levels.
  • Report the utilization of Support resources and successful completion of service requests to the Service Desk Manager.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets in ConnectWise.

Additional Skills and Abilities:

  • Advanced computer and operating system knowledge.
  • Interpersonal skills: such as telephony skills, communication skills, active listening, empathy and customer-care.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organizations key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Organized and detail oriented.
  • Ability to build positive and collaborative relationships.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.

Travel:  

None.

Accountability:

The Service Coordinator will be accountable to the General Manager. Secondary accountability will be to the other management team members, employees and customers of the company.

This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.

Avinext is an Equal Opportunity Employer and employment decisions are based on business needs, job requirements, and individual qualifications.  We do not discriminate based upon race, religion, color, national origin, age, sex, sexual orientation, gender identity, gender expression, genetic information, parental status, military service, status as an individual with a disability or other non-merit factors.

Keywords: Avinext, College Station , Service Coordinator, Other , College Station, Texas

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