Customer Service Coordinator - Prototype IT

Customer Service Coordinator

DEPARTMENT: Information Technology
REPORTS TO: Customer Service Supervisor
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 needs for effective ticketing
• Minimum one (1) year customer service 
• 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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