Service Coordinator

Goosetown Communications is a provider of two-radio equipment and services. With offices in Congers, NY, Bloomfield, CT, and Guilford, CT, we proudly and expertly service much of the public safety, commercial, and industrial users in our areas. As a team we are dedicated to protecting and enhancing the safety and vibrancy of the communities we serve.

Job Summary

As a Service Coordinator for our Guilford office, you will be responsible for scheduling technicians, creating service tickets, and manage inventory while providing exceptional customer service.

Primary Responsibilities:

• Manage Goosetown’s office in Guilford, CT.
• Receive and manage all incoming calls and customer service inquires.
• Provide excellent customer service.
• Identify and assess customer needs to achieve satisfaction.
• Greet and assist all customer walk-ins.
• Coordinate service requests and create service orders.
• Process all information available to determine type of service requested, the capacity of manpower available to provide timely service, and prioritize calls based on various criteria (Technician’s skillsets, location, etc.).
• Make optimal use of available resources to ensure that they are efficiently deployed and routed.
• Maintain continual awareness of overall status of resource availability of current deployment and reallocate resources as needed to meet changing needs for service.
• Respond to, and take immediate action to resolve, service problems reported by customers and Technicians.
• Schedule technicians and relay all customer-pertinent data to the Technician (client, correct location, who they are meeting upon arrival, any schedule conflicts/changes, etc.) and Technician-pertinent data to the customer (the name of technician arriving, when they are scheduled to arrive, any delays, technician changes, etc.).
• Manage equipment returns and repairs.
• Process invoicing, credits, and assist with accounts receivable.
• Provide support to various departments when necessary.
• Maintain knowledge of leasing and maintenance contracts.
• Customer Service for onsite garage by assisting Operations Manager as needed.
• Obtain full knowledge of ConnectWise.
• Communicate with Technicians and other departments.
• Work with Technicians to handle shipments.
• Ship and receive items daily through UPS, USPS, and FedEx.
• Coordinate receipt of shipment of large freight items as required.
• Pick parts to fill job service order tickets.
• Manage inventory and utilize barcode system.
• Maintain an organized workspace.
• Assist in keeping common areas clean.
• Order office supplies.

KNOWLEDGE AND SKILL REQUIREMENTS

• Previous dispatch and customer service experience
• Understand basic components and systems
• Radio/Telecommunications service experience
• Ability to work independently and as an active member of a team.
• Strong multitasking, time management and prioritization skills.
• Excellent organizational skills and initiative.
• Strong and proven background providing excellent customer service.
• Good interpersonal skills as communication will be required
• Ability to follow a detailed process.
• Proficiency with all Microsoft Office Products

Note that duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

WORKING CONDITIONS

• Ability to work business hours of Monday – Friday 8am-4:30pm.

Education/Certifications:

• High School Diploma or GED (Required)

Goosetown Enterprises, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

You can find out more by visiting: www.goosetown.com.