Job Summary The Scheduling Coordinator plays a vital role in efficiently dispatching technicians to address IT and audio/visual issues for both residential and commercial customers. This position involves seamless communication with internal and external contact points to ensure exceptional customer service delivery in a timely and quality-focused manner. Additionally, the Scheduling Coordinator is responsible for overseeing field service operations to ensure accuracy and efficiency.
Responsibilities
- Pre-process service requests as they arrive through email, manual entry, or direct customer input.
- Maintain clear and effective communication with both internal and external customers through phone, email, and ticketing system
- Maintain organized records of customer requests, work performed, and other dispatch-related information
- Determine the personnel required based on requests or specifications
- Coordination of all support groups to ensure maximum utilization of billable resources, and the efficient operation of field service activities
- Monitor resource schedules to ensure prompt time entry on service requests.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
- Perform Quality Control on completed tickets before billing.
- Ensuring teams meet strict deadlines
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Improve usage and increase productivity of support resources.
- Make decisions affecting other individuals, financial resources, and the organization's image and reputation
- Dealing with unpleasant, angry, or discourteous individuals
Qualifications
- Basic computer and operating system knowledge.
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Self-motivated with the ability to work in a fast-moving environment.
Educational Recommendations:
- High school diploma or equivalent
- Moderate-term on-the-job training
- Valuable Certifications: CompTIA ITF or related Fundamentals Certifications
Previous Experience Recommendations:
- Beneficial: Previous experience in Coordinator roles
- Exposure to project coordination, documentation, and cross-functional collaboration.
- Knowledge of telecommunications, networking, and system integration.