Service Coordinator

New Era Technology; United States; Remote; USD 33,000 - 34,000; Full time

Benefits offered by this job

Full Benefits

Medical

Vision

401K match

7 company holidays + generous PTO

Job summary

New Era Technology is seeking a Service Coordinator to manage and optimize work orders, ensuring timely delivery and high-quality service in a fast-paced environment. You will coordinate planning, scheduling, and communications with customers, technicians, and operations teams.

Ideal candidates have 1+ year of customer service experience, strong English communication skills, and proficiency with Outlook, Excel, and ConnectWise.

Qualifications

• High School diploma or equivalent required.
• At least 1 year of customer service experience preferred.
• Strong communication and relationship-building skills.
• Proficient in Outlook, Excel and ticketing software.

Responsibilities

• Receive and schedule work orders using company tools and systems.
• Review orders for completeness and plan based on priority and resources.
• Maintain and communicate order status from dispatch to close-out.
• Document progress and issues in ticketing software.
• Ensure adherence to SLAs and KPIs.
• Participate in weekly operations meetings and ensure policy compliance.

Skills

Customer service

Communication

Scheduling

Problem solving

Teamwork

Outlook

Excel

Access

Word

ConnectWise

Education

High School diploma or equivalent

Tools

Outlook

ConnectWise

Ticketing software

Excel

Job description

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

Service Coordinator position with New Era Technology offers you the following:

• Full Benefits
• Medical
• Vision
• 401K match
• 7 company holidays + generous PTO

*** At this time, we are unable to offer visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship now or in the future. ***

The Service Coordinator manages and executes work orders efficiently by optimizing processes and ensuring the quality and timeliness of deliverables while adhering to PMO standards and methodologies. This role requires maintaining a high level of communication in a fast-paced, high-volume environment. The Service Coordinator receives incoming service and installation requests from Customers and Operations during business and after hours.

PRIMARY DUTIES:

Planning and Scheduling:

• Receive work requests from customers and schedule work orders via company-issued toolsets and systems.
• Review work orders and ensure all necessary information is available to successfully complete the requested work.
• Plan and schedule work orders based on priority and resource availability.
• Properly communicate all necessary information to resources to successfully complete each work orderMonitoring Progress and Documentation Tracking:

Maintain work order status throughout the lifecycle process including dispatching, onsite verifications, status updates, and close-out activities.

• Document all work order related information in ticketing software to include progress notes, arrival time, departure time and issues that arise with installation.
• Maintain work order schedules and elevate any schedule deviations to the appropriate customer, resource, and/or project team.
• Monitoring resources arrival onsite within the specified timeframes.
• Communicate with technicians and/or sites prior to the install date to verify that the technicians, contractors, and/or sites are aware of their assignments.
• Communicate proactively with customers to provide status updates, requested deliverables, and confirmation of successful completion of each work order.
• Document and communicate with the appropriate team regarding resource performance and issues.

Adherence to SLAs and Performance Metrics:

• Ensure compliance with Service Level Agreements (SLAs) and accountability to Key Performance Indicators (KPIs).

Quality and Compliance:

• Ensure compliance with quality standards and operational procedures.
• Conduct thorough review of work orders to verify accuracy and adherence to guidelines.
• Improve customer satisfaction/NPS scores.
• Ensure that corporate policies and procedures are understood and followed.
• Attend and contribute to weekly operations meetings.

EXPERIENCE:

• 1 year + related industry experience preferred
• Customer-centric focusing on meeting customer needs and concerns.
• The ability to build collaborative relationships by working effectively with internal and external customers by promoting open communication and fostering a positive cooperative environment.
• Work both independently and collaboratively within a team environment. Managing tasks autonomously while also contributing effectively to team objectives.
• Proactive problem-solving and anticipating challenges customers may face and addressing to prevent escalation.
• Ability to adapt to fluctuating priorities and effectively managing unexpected challenges and changes in a work environment.
• Ability to assess and interpret information from various sources to make informed decisions and solve challenges effectively.
• Proficient in verbal and written communication skills, with the ability to present information clearly, respond professionally to inquiries and interact with managers, employees and customers.
• Working knowledge of Outlook, Excel, Access and Word; Alert and ConnectWise preferred

LANGUAGE SKILLS:

Ability to read, understand, and interpret job-related documents, instructions, policies, and communications in English. Ability to communicate effectively in English, both verbally and in writing, with employees, customers, vendors, and other business partners, as applicable to the position.

REQUIRED EDUCATION/CERTIFICATIONS:

• High School diploma or equivalent
• At least one year of previous customer service experience required

WORK ENVIRONMENT:Remote.

EXPECTED HOURS OF WORK:

This position generally operates during normal business hours; however, specific start and end times may vary based on business needs, workload, and job responsibilities. Occasional work outside of normal business hours may be required. For Eastern and Central Time Zones the hours are Monday - Friday 9am - 6pm. For Mountain and Pacific Time Zones the hours are Monday - Friday 8am - 5pm.

Below is the pay range of this position for considered candidates based on qualifications and experience.

Pay Range

$24 - $25 USD

You must reside in the United States and be legally authorized for permanent employment in the U.S. ***Please note that under our immigration sponsorship policy, if sponsorship needs are not disclosed during the application process, the company will not provide immigration sponsorship during employment now or in the future.