Customer service coordinator serp_jobs.h1.location_city

The Service Coordinator reports to the Manager, Technical Assistance Center and is the primary customer contact and liaison during customer onboarding and implementation of services. They are responsible for coordinating small / medium technical MRR implementations with internal operations teams through within the accepted timeline, budget, and scope, ensuring customer satisfaction.

Key Responsibilities / Duties :

• Follow processes to implement small / medium MRR and NRR agreements through delivery process.
• Manage the configuration process for ordering, disconnecting, and billing of products
• Escalate, track, and resolve issues quickly.
• Develop and maintain positive relationships with customers, vendors, and internal teams.
• Interface directly with customers to communicate implementation schedule, on-going project status, issues and responses to questions.
• Proactively manage milestones and communications throughout the delivery process.
• Establish relationships with vendors to confirm circuit delivery by the carrier and internal teams.
• Provide weekly updates and report risks on deliverables to the customer and management.
• Maintain accurate and timely documentation of implementation steps, status, costs, and process.
• Accurately and completely update information in Meriplex Systems.
• Provide scheduled status updates on assigned implementations to appropriate stakeholders.
• Submit vendor orders and manage the vendor order lifecycle.

Knowledge, Skills, Abilities, and Behaviors :

Advanced knowledge of MS Word, MS Excel preferred.

Knowledge and experience with network processes preferred.

Strong business acumen and understanding of corporate workflow.

Ability to thrive in a dynamic, fast-paced environment.

Detail oriented and highly accurate data entry.

Strong analytical, problem-solving, project management and organizational skills.

High integrity and strong business ethics.

Strong customer service experience, excellent verbal and written communication skills

Able to work both independently with little supervision and in a collaborative team environment to complete job assignments.

Education / Experience :

2-5 years' experience in Information Technology, customer support, and technical services.

Familiar with networking and data service types.

Enterprise Domain, On-Prem / Cloud Server, and networking configuration experience desired, not required.

Familiar with Enterprise IT best practices preferred.

Experience with ConnectWise or other network or ticketing systems preferred.

Certifications :

N / A

Physical Demands :

Sedentary Work - Exerts up to 10 pounds of force occasionally, a negligible amount of force frequently, and / or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Disclaimer :

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.