Key Responsibilities
- Coordinate the scheduling and dispatch of technical resources to optimize utilization and efficiently address service requests
- Prioritize and manage service tickets based on their business impact, ensuring timely escalations and effective liaison with third-party vendors
- Uphold superior customer service standards, managing all communications with professionalism and courtesy
- Actively monitor assigned dispatch tickets, making updates and allocating resources as products and solutions become available
- Ensure all resources, parts, and technicians are available when scheduling and dispatching
- Perform essential administrative tasks, including the coordination of shipping/receiving and liaising with procurement team as needed
- Ensure all service-related activities adhere to the company's policies and customer service level agreements
- Collaborate with the technical team to gather feedback and continually improve service delivery
- Maintain up-to-date knowledge of company products and services to provide effective support
- Track and report on service metrics to aid in process improvement and resource allocation
- Foster strong relationships with clients to understand their needs and ensure their satisfaction
- Perform general administrative duties, including coordinating shipping and receiving needs
- Additional duties as assigned
Skills, Knowledge and Expertise
- Exceptional communication, relationship-building, customer service, prioritization, and time management skills
- Strong commitment to creating success for clients, co-workers, and oneself
- Ability to thrive in a dynamic, fast-paced environment with efficient multitasking capabilities
- Process-driven with high attention to detail and excellent follow-through.
- Aptitude for understanding technical concepts and language
- Proficiency in MS Office, especially Excel, and the ability to quickly adapt to new business application software
- Minimum of 3 years of Customer Service experience is preferred
- Associate or Bachelor's degree or equivalent real-world experience
- Familiarity with common MSP tools and platforms, such as ticketing systems and remote monitoring and management software
- Problem-solving skills, particularly in the context of managing client expectations and ensuring service delivery
Additional information you will want to know:
- Minimal travel is expected; however some is possible.
- Parts visibility may require Service Coordinators to go/work at the local office
- The applicant selected will be subject to a criminal and department of motor vehicles background checks
- VC3 offers a comprehensive benefit package and 401K/RRSP company matching
About VC3
VC3 has more than 25 years of experience providing a full range of Information Technology Solutions and Services to hundreds of municipalities and organizations throughout the United States and Canada. The technologies needed by our customers have changed many times over the years, but our focus has always stayed the same: connect the best technologies with our experienced and talented engineers, programmers, web designers and support specialists to deliver solutions that take our customers to the next level of productivity and results.
We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.