Service coordinator at Rittenhouse Communications Group | Torre
Service coordinator
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Rittenhouse Communications Group

Service coordinator

Rittenhouse Communications Group
Posted by
David Giraldo Valencia
Rose Manzanilla
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(1.5K) info
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Full-time

Legal agreement: Employment

Base compensation
USD45k - 65k/year

+ Bonuses (up to 20% of base compensation)

Non-negotiable
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1420 Walnut Street, Philadelphia, PA, USA
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Posted almost 2 years ago

Requirements and responsibilities

The service coordinator, or customer 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. ✅ Responsibilities: • Work with the service manager to ensure that all support tickets are closed out by technicians daily. (Or client is notified of next steps.) • Act as the subject-matter expert on all systems that we install and support. • Ensure that all tickets are billed daily. • Ensure that service technicians are prepared for dispatch with appropriate client site information, passwords and any hardware needed. • Ensure that service technicians are trained on all systems. • Escalate contact for service technicians. • Work with field operations and service manager to ensure that final installs are documented and serviceable. • Give feedback to engineering for any recurring hardware or software problems. • Order and maintain 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. • Ensure that all hosted and on-site software is up-to-date, and any new releases are communicated to clients. • Post Subcontractor requests for site surveys and service dispatches in national sub database. • Coordinate remote or direct subcontractor tech scope execution. • KB Articles and snippets in CRM/ERP and build them out. • Ensure service calendar is up-to-date and scheduled in advance. • Work with AP to ensure that any subcontractor service invoices are approved to pay and that invoices are paid. • Refer any new opportunities to the sales team. ✅ 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 clients' needs.
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