Services Coordinator - Support

Optus, Inc.; Jonesboro, Northern (AR, KY); Hybrid; USD 45,957,000 - 51,577,000; Full time

Benefits offered by this job

401(k)

401(k) matching

AD&D insurance

Dental insurance

Disability insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Professional development assistance

Referral program

Tuition reimbursement

Vision insurance

Job summary

Optus, Inc. in Jonesboro, AR is seeking a Services Coordinator- Support to monitor service performance, manage escalations, and ensure SLAs are consistently met.

The role combines operations, analytics, and leadership to support cross-functional teams and drive continuous process improvements. The successful candidate will oversee workloads, produce reports, guide staff, and handle Tier 1 support and dispatch coordination, with 3–5 years in service delivery and strong communication skills.

Qualifications

• Bachelor's degree or equivalent experience; 3–5 years in service delivery, telecommunications, technology ops, or related field.
• Telecommunications or technology industry experience; call center/service desk a plus.
• Strong leadership, organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication with a customer-focused approach.
• Advanced proficiency in Microsoft Office, especially Excel and reporting tools.
• Ability to manage multiple priorities and analyze performance metrics in a fast-paced environment.
• Experience with SLA management, escalations, process improvement, and coaching is a plus.

Responsibilities

• Monitor service delivery workloads, queues, and performance to meet SLAs.
• Manage customer and internal escalations; ensure timely resolution and communication.
• Develop, maintain, and analyze operational reports, dashboards, and service metrics.
• Collaborate with cross-functional teams to support service delivery and efficiency.
• Identify operational challenges, perform root-cause analysis, implement corrective actions.
• Manage daily team scheduling and workload distribution for adequate coverage.
• Support customers directly via service reviews, follow-ups, Tier 1 support, and dispatch coordination.
• Coach and guide team members; identify training opportunities and development initiatives.
• Promote continuous improvement through process reviews and performance feedback.
• Model company values and maintain a customer-first mindset.

Skills

Leadership

Analytical thinking

Customer focus

Communication

Excel

Reporting tools

Project management

Education

Bachelor's degree or equivalent experience

Tools

Excel

Reporting tools

Job description

THIS IS NOT A REMOTE OR HYBRID POSITION. YOU MUST BE ABLE TO WORK IN THE OFFICE IN JONESBORO, AR.

The Services Coordinator- Support is responsible for monitoring service performance, supporting team productivity, managing escalations, and ensuring customer Service Level Agreements (SLAs) and company expectations are consistently met.

The ideal candidate combines strong operational, analytical, and leadership skills with a customer-first mindset. This individual will work closely with cross-functional teams, support continuous process improvement initiatives, and provide direct customer and technical support when needed.

Responsibilities:

• Monitor Service Delivery team workloads, activity queues, and performance metrics to ensure SLAs and operational objectives are met.
• Manage customer and internal escalations, ensuring timely resolution and effective communication.
• Develop, maintain, and analyze operational reports, dashboards, and service metrics to drive performance improvements.
• Collaborate with cross-functional teams to support service delivery, process efficiency, and customer satisfaction.
• Identify operational challenges, perform root cause analysis, and implement corrective actions to improve service quality.
• Manage daily team scheduling and workload distribution to ensure adequate coverage and productivity.
• Support customers directly through service reviews, follow-up communications, Tier 1 technical support, and dispatch coordination when needed.
• Coach and guide team members, identify training opportunities, and support professional development initiatives.
• Promote continuous improvement through process reviews, operational feedback, and performance-driven recommendations.
• Model company values, maintain a customer-first mindset, and support a collaborative, high-performing team environment.

Qualifications:

• Bachelor's degree or equivalent experience with 3-5 years of experience in service delivery, telecommunications, technology operations, customer support, or a related field.
• Telecommunications or technology industry experience required; call center or service desk experience preferred.
• Strong leadership, organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication skills with a customer-focused approach.
• Advanced proficiency in Microsoft Office, particularly Excel and reporting tools.
• Ability to manage multiple priorities, analyze performance metrics, and thrive in a fast-paced environment.
• Experience with SLA management, escalations, process improvement, and team coaching is a plus.

What We Offer:

• Hourly pay between $16/hr. - $18/hr., based on experience.
• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Who We Are:

We’re not just another IT services firm—we're architects of business transformation. Our cutting-edge solutions and customer-first approach are revolutionizing how businesses connect, communicate, and create value in the digital landscape. As a national leader in IT service delivery, we're seeking sharp, results-driven professionals to join our team and push the boundaries of what's possible.

At Optus, we've cultivated an environment where innovation thrives, collaboration is second nature, and openness drives progress. Our team leverages its expertise and commitment to CX to streamline multi-site enterprise operations, ensuring seamless functionality and instilling confidence in our clients nationwide. By joining us, you'll be part of a dynamic force that's setting new standards in IT service excellence.

Physical Demands / Working Conditions:

Ability to read, write, and communicate both orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to lift and/or carry up to 25 lbs., periodically, throughout workday. Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day. Ability to use hands for gripping and squeezing, as well as repetitive hand and wrist motions. Ability to work together effectively and professionally with internal and external customers.

Equal Opportunity M/F/Disability/Vet Employer