About this role
The Administrative Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. The Service Coordinator will also assist CEO and Director of Operations with marketing and daily general administrative assistant tasks.
This position is a key contributor in the success of ensuring client satisfaction. This isachieved by proper follow-through, triaging, managing of service requests, and helping in managing client expectations. This position is also key to the internal and marketing operations of the business.
Essential Duties and Responsibilities:
Act as the single point of contact to the customer for all types of service requestsQualify incoming sales opportunities and then determine which proper protocols applyFearlessly make outgoing client calls and marketing calls to prospectsAble to receive general, sometimes heavy incoming phone calls and routing them to the proper party while maintaining a professional, warm attitudeProcess service requests as they arrive through email, manual entry, or direct customer inputSchedule internal and field technical resources as neededMonitor service board queue to ensure prompt response time on service requestsCommunicate with customers as required: keeping them informed of their incident progress.Creating or modifying standard operating procedures and process documentationCoordinate and execute marketing campaigns, track and update resultsMaintain, categorize and organize marketing prospect lists in CRM applicationCoordination of all IT support groups to ensure maximum utilization of resourcesPerform general administrative assistant duties assist the CEO and Director of Operations Knowledge, Skills, and/or Abilities Required:
Ability to work on multiple priorities and/or projects simultaneouslyExcellent listening and communications skills, both verbal and writtenComfortable making outbound marketing callsStrong customer relationship skills with an urgent desire to help our clients with their needsOrganized, detail oriented and self-motivatedExcellent computer skills including Microsoft Office and Publisher and the ability to effectively communicate through e-mail.Ability to remain in contact with the client thru the completion of the service requestBasic problem-solving abilities and ability to set and meet reasonable deadlinesAbility to build positive and collaborative relationshipsWillingness to develop professionallyAbility to work with little supervision and manage a team Expected Outcomes:
Improve customer service, perception, and satisfactionLearn and effectively utilize internal tools for service tickets, marketing and dispatchLaunch marketing campaigns on scheduleTrack results of marketing campaignsClear, clean, organize and maintain client and prospect lists in CRM systemQuickly respond to customer requestsAbility to work in a team and communicate effectivelyImprove usage and increase productivity of IT support resourcesEscalate service requests that cannot be scheduled within agreed service levelsReport the utilization of IT Support resources and successful completion of service requests to the CEOResponsible for entering time and expenses as it occursEnsure detailed service tickets are maintained for each service requestSuccess in the Administrative Service Coordinator position will be measured in various areas such as number of rings before an incoming call is answered, on-time launch of campaigns, number of tickets closed, number of outbound client “how did we do” calls, number of new processes documented and/or updated, number of outbound marketing calls made, and internal & external client satisfaction scores.
Educational/Vocational/Previous Experience Recommendations:
Ability to type 45+ WPM (words per minute)1+ years’ experience in customer services is required.
Working Conditions:
Normal professional, office environment. Business casual attire and casual Fridays.
Compensation:
Depending on qualifications, experience and performance. Family owned and Family Friendly. Vacation, sick time, dental, eye and FSA available after 90 days.
*The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
If you still find yourself saying phrases such as: “Oh, yeah, I can do that.” “Got that.” “Check!” then visit us at: http://www.aztechworks.com/administrative-service-coordinator/ and submit your resume and complete our on-line questionnaire!
*An equal opportunity employer. All applicants must be authorized to work in the United States on a full-time basis.