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Scheduling Coordinator

Service | Billings, MT | Full Time

Job Description

Essential Duties and Responsibilities

  • Answer incoming phone calls for Service Desk
  • Triage service tickets to point of assignment.
  • Maintain client contact information
  • Complete information gathering to ensure service ticket details are available when needed by a technical resource
  • Monitor Service Team board for new and critical/high tickets, assign tickets to a resource for resolution
  • Serve as first point of contact on outstanding client tickets/service issues and provide appropriate ticket “status” to client and Entre team
  • Assist with continued improvement of customer service, perception and client satisfaction
  • Understand, improve, and implement processes in client ticketing system by completing training materials provided by vendor
  • Serve as dispatch process expert
  • Schedule service tickets to technical resources using appropriate priority, service level and resource
  • Maintain effective communication via available communication channels with Entre Team and clients
  • Escalate service tickets as needed
  • Perform client follow-up to verify final resolution and determine satisfaction level
  • Understand overall service desk objectives
  • Understand role and function of team members
  • Assist admin team in providing reporting and metrics
  • Be alert to Entre business opportunities when working with clients, refer to appropriate resource
  • Be sensitive to and aware of Entre’s performance in servicing the needs of our clients
  • Keep apprised of changes in the industry that affect our business clients and their technology needs
  • Participate in new technologies research and evaluation suitable for our market and business clients/prospects
  • Assist with some lifting as required, such as computers, displays, and small-form factor printers

 

Education and Certifications

  • High School Diploma/GED Required

 

Professional Experience and Requirements 

  • Proven track record of excellent customer service skills (employee of the month awards, etc.)
  • Passionate about customer care and professional growth
  • Communication skills – verbal and written
  • Organization Skills
  • Ability to multi-task in fast paced environment
  • Customer service personality and likeability
  • Professional, neat appearance
  • Ability to have empathy towards customers
  •  “Get the job done” mentality; flexible in performing a variety of tasks; has a sense of urgency about getting things done

 

Preferred/Highly Desired:

  • Education in Computer Science
  • IT Support Experience in MSP environment

 

Job Hours:

8 hours per day, 40 hours per week. Some daily flexibility required to accomplish mutually agreed goals and satisfy client special needs

 

Compensation

  • DOE
  • Full benefits available for permanent, full-time employees, partial benefits available for temporary, full-time employees