Job Information
Prototype IT Customer Service Coordinator in Lewisville, Texas
Customer Service Coordinator
DEPARTMENT: Information Technology
REPORTS TO: Operations Manager
STATUS: Non-Exempt (Full-time)
JOB SUMMARY
The Customer Service Coordinator is the first point of contact for client support and is the liaison between the Customer Service Team and the Client. Work involves answering phone calls to Customer Service and creating tickets in PT-Ejacket for reported incidents and service requests. The Customer Service Coordinator manages the service schedule and escalates tickets in an efficient manner. In addition to these duties, he/she will be involved with reporting, analytics, hardware procurement and reviewing trends to improve efficiency. He/she is accountable for working quickly and efficiently to provide industry-leading response time and customer service while attaining maximum utilization of the Customer Service technical resources.
QUALIFICATION STANDARDS
Physical Requirements:
Moderate lifting or exerting force of up to 20 pounds occasionally
Education & Experience:
Basic IT knowledge to communicate with customers and “ask the right question” to assess their true IT needs for effective ticketing
Minimum one (1) year customer service or help desk experience, preferred
Experience with Microsoft office suite and computerized systems
Knowledge, Skills, & Abilities:
Provides superior customer service practices
Communicates professionally whether in person, email, telephone, or ticketing tool, internally and externally
Demonstrates effective listening and provides appropriate feedback
Maintains composure in stressful, high-pressure situations, handling internal and external objections and disputes to satisfactory results
Shows initiative in job performance to improve current processes and suggest new ways of doing things
Works under minimal supervision. Some independent judgment is necessary
DUTIES & FUNCTIONS
Essential:
Responsible for answering phone calls and emails as efficiently as possible
Ability to work with various team members, including more senior level resources to negotiate and coordinate schedules with the technical resources and clients
Listen to client concerns and issues with sympathy and the desire to help
Skills in organization and communications are an absolute must to be successful
Alert management when necessary for high visibility and critical issues.
Follow up calls to clients to ensure satisfaction
Update service tickets should new information be captured
Assures resources are used efficiently and effectively
Approach all encounters with customers and fellow employees in a friendly service oriented manner
Maintain compliance with prototype:IT’s standards including regular attendance, grooming, and security guidelines
Marginal:
• Perform other duties as requested by management
• Attend meetings/training as required by management
Participate in continuing education
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