Delivery Coordinator 1/ Customer Relationships

Company Description

MCPC is a global endpoint management company focused on improving performance, security and sustainability for our clients. MCPC has a purpose, a strategy, and a set of values that animate everything we do.  We provide a wide range of services to our clients including Managed Security, Technology Logistics, IT Talent Solutions and IT Asset Management and Disposition. MCPC has consistently been recognized as one of the top companies in the area to work for and we are proud to have employee retention rates that far exceed the national average. MCPC has a strong commitment to Diversity and Inclusion as well as our Early Talent Program that offers opportunities for people of every education level. MCPC also has a strong commitment to giving back to the community through a variety of means including The Foundry, www.clevelandfoundry.org, which was created by our Founder/Chairman Michael Trebilcock.

 

 

Job Description

The Deliver Coordinator /Customer Service Support Specialist Tier I serves the company’s customers by providing product and service information and resolving product and service problems. Responsible for receiving and resolving telephone and e-mail inquiries using professional customer service skills and knowledge of services and procedures.

Key Responsibilities

• Convey enthusiasm while communicating with customers via phone, email, or other forms of communication • Determine the quickest, most effective way to answer a customer’s questions • Communicate across departments as necessary and in compliance with inter-departmental expectation • Research information using all resources to resolve inquiries or potential issues • Document customer interactions and notify management of any trends

• Troubleshoot common issues with a product or service • Escalate queries or concerns when applicable • Follow up with customers to ensure that they are still satisfied and no outstanding issues.

Qualifications

EDUCATION & EXPERIENCE

Required • Proven customer support experience • Proficiency with general computer applications such as Microsoft Office, and ability to learn new software applications • Personable and attentive • Excellent written and verbal communication skills • Excellent data entry skills • Ability to multi-task, prioritize, and manager time effectively • Flexible and dependable team player.

Preferred • College degree • 1+ years of Customer Service experience in an IT company or helpdesk.

KEY COMPETENCIES • Ability to effectively balance multiple tasks • Strong interpersonal skills with ability to interact with a diverse range of individuals • Effective problem solving and decision making • Excellent writing, speaking and presentation skills • Proven team building skills • Embraces creativity and positive change • Consistently demonstrates integrity and ethics.

• Customer Service Experience
• Some exposure to help desk or IT support. 
• Knowledge about order management
• Some Service Desk experience
• Computer administrative work
• Ticketing System Knowledge

Additional Information

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.