Service Coordinator

Mytech Partners; Greenwood Village (CO); On-site; USD 26,491 - 36,423; Full time

Benefits offered by this job

12 days vacation

6 sick days

Volunteer time

Medical, Dental, and Vision insurance

Company paid Life, STD, LTD

Professional Development Plan

401k with company match

Profit Sharing

Job summary

Mytech Partners is seeking a Service Coordinator to act as the central hub for our service operations in Denver, CO. You will coordinate service desk tasks, schedule remote and onsite visits, and ensure clear communication with clients and engineers.

The role focuses on prioritizing requests, maintaining SLA adherence, and delivering excellent customer service in a fast-paced environment. Full-time on-site position with a strong emphasis on teamwork and operational efficiency.

Qualifications

• Excellent verbal communication skills for coordinating with internal teams and clients.
• Customer-centric mindset focused on delivering exceptional experiences.
• Flexible and adept at solving problems in a fast-paced environment.
• Ability to prioritize and assign work based on multiple factors.

Responsibilities

• Coordinate Service Desk Operations: own the service desk activities and assign tasks to engineers.
• Facilitate Team Communication: lead daily huddle meetings to align the team.
• Handle Incoming Communication: be the first point of contact for calls and requests.
• Manage Service Requests: monitor, review, and prioritize requests by urgency and availability.
• Schedule Technical Support: coordinate remote and onsite visits.
• Maintain Customer Communication: update clients on status and upcoming visits.
• Ensure SLA Compliance: monitor resolutions within agreed SLAs.
• Escalate Issues When Necessary: raise high-priority items for escalation.

Skills

Strong communication skills

Customer-centric mindset

Problem-solving abilities

Prioritization skills

Professionalism

Job description

Service Coordinator

Department: Service

Employment Type: Full Time

Location: Denver, CO

Compensation: $19.23 - $26.44 / hour

Description

Are you a skilled communicator with a knack for problem-solving? Join our Service Desk Team as a Service Coordinator and become the central hub of our technical service operations. You'll be the mastermind behind coordinating and dispatching tasks, ensuring a smooth interaction between our clients and service desk technicians.

Key Responsibilities

• Coordinate Service Desk Operations: As a Service Coordinator, you'll OWN the operations of the service desk for their team. This means managing all activities of our technical service team, ensuring tasks are assigned promptly and effectively.
• Facilitate Team Communication: Conduct daily huddle meetings to keep the team aligned and motivated. Celebrate successes, identify challenges, and communicate any urgent needs during these sessions.
• Handle Incoming Communication: Be the first point of contact for incoming calls, efficiently generating service requests or directing calls to the appropriate team members.
• Manage Service Requests: Monitor and review all service requests, prioritizing them based on urgency and technician availability. Assign tasks to engineers, ensuring they match the required skill level.
• Schedule Technical Support: Coordinate both remote and onsite technical support, scheduling visits based on the priority and urgency of the requests.
• Maintain Customer Communication: Keep our customers informed about the status of their requests, upcoming onsite visits, and scheduled work, ensuring transparency and customer satisfaction.
• Ensure Service Level Agreement (SLA) Compliance: Monitor the resolution of service requests to ensure they are being resolved within the agreed-upon SLAs.
• Escalate Issues When Necessary: Identify and elevate any service requests that require additional attention or expertise to ensure prompt and high-quality customer service.

Skills, Knowledge and Expertise

• Strong Communication Skills: Excellent verbal communication skills are essential for effectively coordinating with both internal teams and external clients.
• Customer-Centric Mindset: A thorough understanding of customer service principles and a commitment to delivering exceptional customer experiences.
• Problem-Solving Abilities: Flexibility and adept problem-solving skills are crucial in our fast-paced environment.
• Prioritization Skills: Ability to prioritize and assign work based on multiple factors, ensuring efficient task management.
• Professionalism: Maintain a high level of professionalism when interacting with clients and colleagues, representing our company positively at all times.

Benefits

Mytech offers a comprehensive benefits package which includes:

• 12 days of accrued vacation in your first year
• 6 days Sick time
• 8 hours of volunteer time
• Medical, Dental, and Vision insurance (employee portion fully paid)
• Company paid Life, STD, and LTD
• Professional Development Plan
• 401k with company match
• Profit Sharing