Biztek Solutions Inc Hiring for Customer Service Coordinator at Riverside, CA Full Time

The Customer Service Coordinator/Dispatcher (CSC) is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

The CSC is responsible for answering client calls and initiating the triage process. They will assign tickets to technicians, escalate tickets as necessary and manage engineer’s schedules to ensure all tickets are addressed properly in terms of response and resolution time, correct service agreement is attached to the ticket and the ticket has the appropriate category and checklist applied.

The CSC is typically the first point of contact for clients, some of whom may be upset, meaning the CSC is responsible for getting the right people to deal with the client’s issues at the right time.

The CSC is in charge of determining whether the client’s issue is an incident or a request to ensure that every ticket gets prioritized appropriately.

The CSC is in regular communication with technicians to obtain status updates on tickets, clarify information on tickets and shift around schedules in order to stay on top of tickets and get them completed per company policy.

Basic Functions and Responsibilities:

Act as the single point of contact to the customer for all types of service requests.

• Ensuring there are correct notes, categories and statuses for tickets.
• Escalating to senior technicians or management any tickets that cannot be solved.
• Supervising all tickets on the service desk.
• Controlling the process of receiving, assigning and completing tickets.
• Staying in contact with clients regarding a ticket’s progress and notifying them of impending changes.
• Staying updated on the progress of resolving the tickets and keeping the number of open tickets as low as possible.
• Ensuring ticket resolution checklists are being followed.
• Holding technicians accountable to the company standards.
• Pre-processing service requests as they arrive through email, text, phone or chat.
• Ensuring prompt time entry on service requests.
• Ensuring fast turnaround of client requests.
• Assigning and updating service ticket priority levels based on company standards and client feedback.
• Working collaboratively with clients, support staff and management to avoid scheduling issues.
• Tracking and monitoring staff location and availability.
• Scheduling service tickets.
• Maximizing schedule efficiency and effectiveness of technical support staff.
• Communicate with customers as required: keeping them informed of incident progress, as well as notifying them of impending changes and agreed outages.
• Escalating client complaints to the Service Desk Manager (SDM).
• Ensuring the assignment of the right resources.
• Monitoring resource schedules to ensure a prompt response for service requests.
• Reviewing and prioritizing outstanding support requests.
• Improve customer service, perception, and satisfaction.

• Working in a team and communicating effectively.
• Maintaining inventory of clients’ and internal systems.
• Assisting with order procurement – ordering, receiving
• Assisting with administrative tasks as needed
• Ordering office supplies
• Scanning receipts & checks
• Coordinating office lunches
• Coordinating E-waste pick-up
• Turning on/off office TV dashboards daily

KPIs:

• Answer 95% of incoming calls within 3 rings

• Assign all tickets to engineers with 5 minutes of receipt

• Ensure ticket detail and accuracy for key fields

• Meet or exceed company SLA goal for response and resolution

• Maintain customer satisfaction score of 4+

Knowledge, Skills & Abilities:

• Basic computer and operating system knowledge.

• Exceptional Interpersonal skills, such as telephone and 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.

• Typing skills to ensure quick and accurate entry of service request details.

• Self-motivated with the ability to work in a fast moving environment.

• Detail oriented

• Procedure oriented