Service Coordinator

Summary:

Customer Service Coordinator is responsible for the receipt, follow-up, and completion of Service Work Orders provided by Spencer Technologies’ customers.

 

Accountable for the following areas:Complete customer satisfactionAssure that the requirements of the Service Level Agreement (SLA) are met on each service orderTimely correspondence with customerService Order profit margin

 

Core Abilities and Essential Duties and Responsibilities:

 

As a direct report to the Service Manager:Exceptional customer service skills to answer incoming calls and handle retailer/customer issuesStrong Communication SkillsRespond to customers (internal and external) questions, problems, requests and/or complaints with accuracy and professionalismAbility to communicate complex and noncomplex issues effectivelyAccurately interpret and update client account information according to department standardsProficient communication sills, oral and written, able to perform basic math functions, analytical skills to interpret data and resolve problemsMaintain communication with technical resource and customer until completion of callForward transactions and inquiries that require special research to appropriate departments in order to resolve issues within the standard timeframeSubmit request to Resource Center to fulfill technical resource needsConfirm request/task requirements (SOW)Close out with technical resource and submit for invoicingAbility to multi-taskAbility to work and be available for “on-callâ€� weekend/holiday hoursFlexibility to work specified shifts and extended hours as necessaryAbility to work effectively with a diverse teamKnowledge of structured cabling, phone/paging, and point of sales (POS) systems