Are you ready to advance your career in customer service? SPN Networks, a Managed Services Provider located in Santa Fe Springs, CA, is actively seeking a friendly and dedicated Service Coordinator to join our team.
Who We Are:
Founded in 2002, SPN Networks has experienced steady growth by nurturing strong relationships with our clients. We're not just a team; we're a close-knit family that supports each other and enjoys a good laugh together. Our office has an open-door policy, and we value the feedback and ideas of every team member.
What We're Looking For:
Are you a people person with excellent customer service skills? Join us as a Service Coordinator, where you will play a vital role in maintaining our exceptional customer service reputation by overseeing customer communication and technical resource scheduling for quick issue resolution. This role is fun, fast-paced, and full of variety!
Key Responsibilities:
- Serving as the primary contact for requests via phone, email, and monitoring alerts, maintaining active communication with customers and their staff, providing incident updates, and notifying them of changes.
- Overseeing all newly generated and active Customer Tickets throughout their entire lifecycle within the Autotask ticketing system, adhering to SOPs, and ensuring all open tickets are maintained to meet SLA goals.
- Coordinating the scheduling and dispatch of technical resources, working closely with both management and clients to schedule on-site work and projects, considering the availability and skillsets of our technical team, and making certain that our technical team receives the necessary information to execute service requests with maximum efficiency.
- Planning and leading weekly meetings to review and analyze service desk KPIs and share relevant customer updates.
- Reviewing completed tickets to confirm their readiness for billing procedures.
- Fulfilling necessary administrative support duties when needed.
Requirements:
- 3-5 years of customer service expertise, with a significant emphasis on delivering exceptional customer service and care.
- Proficiency in computer system support terminology and concepts.
- Proficiency in computer systems and operating systems.
- Knowledge of support tools, methodologies, and the utilization of technology in delivering IT services, with the ability to effectively align resources with technical issues.
- Ability to concurrently handle numerous tasks, placing a strong emphasis on meticulous attention to detail, and quickly adapting to rapidly changing circumstances.
- A strong aptitude for independent work and the skills to effectively prioritize tasks to meet objectives and deadlines.
- Interpersonal abilities including telephone etiquette, effective communication, and active listening.
- Proficiency with Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
Why Join Us:
At SPN Networks, your hard work and dedication will be recognized and rewarded. We offer competitive compensation, a 401(k) with a matching contribution, and comprehensive health benefits. Our holiday/vacation plan will make you feel like you've won the lottery. Plus, we're committed to your professional growth, encouraging development opportunities to expand your career horizons.
Ready to work your magic as a Service Coordinator? Apply now and let's create outstanding customer service experiences together!
Note: This is a full-time position based in Santa Fe Springs, CA. Candidates will be subject to a background check and a 90-day probationary period.