Service Delivery Coordinator

Scope

Highly motivated individual that can work in a fast paced environment and transition from task to task smoothly. Strong teamwork and ability to work closely with other members of the team and company to provide a full solution to meet customer needs. Expected to have a high level of customer service and phone etiquette, along with the ability to transcribe information into customer facing notes and ensure accuracy on cost/billing for Accounting to process. Coordinator will be expected to develop a base level of technical knowledge through scheduled training opportunities and also with tenure in the position. Will communicate using multiple sources such as – email, phone, Instant Messaging, Salesforce case updates, and face-face.

Benefits

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Responsibilities

• Provide exceptional customer service to a diverse group of internal and external customers
• Answer incoming queue calls in a fast paced environment and triage based on type of call
• Responsible for dispatching standard break/fix or MAC tickets
• Conduct daily follow up calls with subcontractors to ensure daily appointments are met
• Complete check in/out or dispatch confirmation calls
• Dispatch emergency tickets based on skillset and workload assignments
• Use GeoPointe to identify/schedule subcontractors for service and negotiate rates to maximize profitability
• Respond to standard customer or tech inquiries via email, Salesforce, or phone
• Understand high-level customer specific account requirements and ensure proper cost/billing
• Update service tickets using the appropriate fields in Salesforce
• Review requests for equipment orders and submit for processing & delivery
• Escalate complex issues & customer escalations to Tier 2 and/or Management if needed
• Train new & current team members on internal/external processes, workflows, and changes
• Participate in 24x7x365 on call rotation after a minimum of 90 days in position or management discretion
• Model appropriate behavior in regard to Optus’ Core Values and Code of Ethics policies and support Optus’ team approach to quality to drive Optus forward
• Other duties or tasks assigned by management
  
  

Requirements

• College degree preferred, High school degree or equivalent required
• Experience with Microsoft Word, Excel and Outlook required
• Previous telephony experience a plus
• Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
• Strong written and verbal communication skills required
• A keen attention to detail and great organizational habits are mandatory
• Participation in scheduled on call rotation during nights and weekends
• This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities