Customer Service Coordinator (Back To Business I.T)

$50,000 - $60,000/Yr

The Greentree Group - Beavercreek, OH

Full-time - Entry Level

Hybrid - Beavercreek, OH

Professional, Scientific, and Technical Services

About the position

The Customer Service Coordinator at The Greentree Group plays a vital role in managing client interactions and support services. This position involves scheduling support work, dispatching field engineers, and maintaining effective relationships with clients. The coordinator will work with advanced technology solutions and collaborate with a skilled team to ensure customer satisfaction and operational efficiency.

Responsibilities

• Pre-process service requests as they arrive through email, manual entry, or direct customer input.
• Manage ticket flow in ConnectWise.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communicate with customers to keep them informed of incident progress and notify them of impending changes or outages.
• Process deliveries and manage inventory coming into or out of the building.
• Act as the primary point of contact for customer service and issue resolution, assigning tasks and tickets to service engineers.
• Work with clients and internal staff to escalate technical issues appropriately and in a timely manner.
• Review tickets to ensure processes are followed, communication is thorough, documentation is accurate, and tickets are closed out.
• Assist with generating reports related to client SLAs and assist with client system reviews as necessary.
• Build and maintain close relationships with clients.

Requirements

• Bachelor's degree or equivalent experience in lieu of a degree.
• 3+ years of experience within an IT Dispatch Support role.
• Strong customer service skills with a client-focused mindset.
• Excellent scheduling, coordination, and follow-up skills.
• Outgoing personality with excellent interpersonal skills.
• Strong verbal communication and documentation skills.
• Proficient in Microsoft Office Suite.
• Strong individual time-management and multitasking skills.
• Self-motivated with the ability to work in a fast-paced environment.

Nice-to-haves

• Proficiency using ConnectWise or other ticketing systems.
• Basic technical or operations knowledge (help desk).

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance