Location: Chicago,IL, USA
Service CoordinatorPosition: Service CoordinatorType: Permanent Full-timeSalary/Pay: Commensurate with experienceGENERAL SUMMARY:We are a rapidly growing IT Managed Service Provider located in the Loop. We provide outsourced IT services to clients in the Chicago area, including industries such as Healthcare, Legal, Financial, Manufacturing, Federal Government, and many more. We are very fast paced and this position requires quick thinking and a can do attitude. We are always looking for eager, hungry, and motivated individuals for full time salaried employment who are willing to work hard and be a team player.We differ from the other IT companies in Chicago because we deal with both the private and public sector, so your advancement opportunities with our company are greater and broader. We deal with agencies and technologies that you may not see at other Managed IT companies due to our relationship with the Federal Government.The Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.Essential Duties and Responsibilities:The Service Coordinator position is a key contributor in the success of ensuring client satisfaction. This is achieved by proper follow thru proper triaging and managing of service requests and helping in managing client expectations.Act as the single point of contact to the customer for all types of service requestsCoordination of all IT support groups to ensure maximum utilization of billable resourcesPre-process service requests as they arrive through email, manual entry, or direct customer inputSchedule internal and field technical resourcesMonitor resource schedules to ensure prompt time entry on service requestsCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesKnowledge, Skills, and/or Abilities Required:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Basic computer and operating system knowledgeAbility to work on multiple priorities and/or projects simultaneously.Excellent listening and communications skills, both verbal and written.Strong customer relationship skills.Organized, detail oriented and self-motivated.Strong computer skills and ability to effectively communicate through e-mail.Ability to remain in contact with the client thru the completion of the incident.Basic problem-solving abilities and ability to meet reasonable deadlines.Ability to build positive and collaborative relationships.Willingness to develop professionally.Ability to work with little supervision and manage a team.Expected Outcomes:Improve customer service, perception, and satisfactionQuickly respond to customer requestsAbility to work in a team and communicate effectivelyImprove usage and increase productivity of IT support resourcesEscalate service requests that cannot be scheduled within agreed service levelsReport the utilization of IT Support resources and successful completion of service requests to the Service Desk ManagerResponsible for entering time and expenses as it occursEnsure detailed service tickets are maintained for each service requestSuccess in the Service Coordinator position will be based on your ability to meet or exceed our client's expectations in ensuring their incidents are completed to their satisfactionThis position will be graded on the thoroughness of the information they obtain from the client, feedback from the technical support team and the satisfaction of our clientsEducational/Vocational/Previous Experience Recommendations:Ability to type 30+ WPM (words per minute)1+ years' experience in Customer Services is required.Working Conditions:Normal professional, office environment.The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.Job Type: Full-timeRequired experience:Customer Service: 1 year