What are the responsibilities and job description for the Service Coordinator position at Rittenhouse Communications Group?
Company Description
Rittenhouse Communications Group has been a leading provider of integrated technology solutions to builders and building owners in the Mid-Atlantic region for over a decade. Specializing in smart building technology, we prioritize client needs by creating tailored strategies for flawless technology solutions. Our expertise lies in ensuring synergy among all components of the technology solution, offering future-proof products with seamless implementation.
Role Description
This is a full-time on-site role for a Service Coordinator at Rittenhouse Communications Group in Philadelphia, PA.
The Service Coordinator is responsible for planning and coordinating the resolution of incoming client tickets and requests. They act as a point of contact for clients, service providers, and internal teams to ensure everyone is working towards a common goal.
Candidates should have prior experience coordinating service dispatches, technology installations and integrations in some, if not all of the following categories: Access control systems, IP video, IP intercom, network equipment (routers, switches, etc.), wi-fi, audio/visual, VoIP systems, or similar.
Candidates should also have prior experience performing administrative tasks as it pertains to service such as billing/invoicing, documentation, internal and external communication (both email and phone), scheduling, material ordering, inventory management, etc.
Requirements:
Customer service: Respond to customer inquiries, resolve complaints, and develop strategies to improve customer relationships
Service delivery: Coordinate and schedule services with clients and service providers, and track service delivery
Service evaluation: Meet with clients to evaluate their needs and recommend services, and create reports on service levels and requirements
Service improvement: Implement tactics to improve service levels
Documentation: Maintain accurate records and document interactions with customers
Strong Communication Skills: Ability to communicate effectively with clients and internal stakeholders.
Sales: Ability to upsell clients when they see an issue, and to make educated recommendations based on the client’s needs.
What a day looks like:
• Works with the field service manager to ensure that all support tickets are closed out by technicians daily (Or client is notified of next steps).
• Coordinate preventive maintenance visits for maintenance plan clients.
• Subject matter expert on all systems that we install and support.
• Ensures that all tickets are billed daily.
• Ensures that service technicians are prepared for dispatch with appropriate client site information, passwords and any hardware needed.
• Ensures that service technicians are trained on all systems.
• Escalation contact for service technicians.
• Works with field operations and service manager to ensure that final installs are documented and serviceable.
• Gives feedback to engineering for any recurring hardware or software problems.
• Orders and maintains all service department inventory.
• POC for clients on post install support issues.
• Works with estimator/engineering to ensure that we are using standard and up to date hardware.
• Works with project management to ensure that post-install changes are tracked in the CRM/ERP software.
• Responsible for ensuring that all hosted and on-site software is up to date and any new releases are communicated to clients.
• Coordinate and collect information from site surveys locally and nationally.
• Coordinate implementations for remote or direct subcontractor dispatches.
• Create and maintain knowledge base articles and guides in CRM/ERP.
• Ensures service calendar is up to date and scheduled in advance.
• Works with AP to ensure that any invoices are approved to pay and works with AR to ensure that customer invoices are paid.
• Refers any new opportunities to the sales team.
Qualifications
- Service Coordination, Operations Management, and Customer Service skills
- Strong Interpersonal and Communication skills
- Ability to effectively manage and prioritize tasks
- Experience in coordinating service activities and resolving customer issues
- Proven track record of delivering exceptional customer service
- Detail-oriented with excellent organizational skills
- Knowledge of technology solutions is a plus
- Bachelor's degree in Business Administration or related field
Salary : $65,000 - $75,000