Scheduling Coordinator
5 days ago
ROLE SUMMARY
Our client is looking for a Scheduling Coordinator who loves to interact with people and help take care of the client's day-to-day technical needs. You should have an upbeat personality with a genuine desire to help others. A strong sense of urgency and drive to get things done is a must. Finding joy in helping clients and teammates succeed is what the company is all about, and a requirement for any new additions.
This role should be filled by a growth-minded individual who thrives in a fast-paced environment and challenges.
WORK SCHEDULE: 9:00 AM – 6:00 PM Pacific Daylight Time (12:00 AM – 9:00 AM Philippine Standard Time), follows Philippine holidays
POSITION TYPE: Full Time
WORK ARRANGEMENT: Remote
ESSENTIAL FUNCTIONS:
- Act as the first point of contact with the customer for all types of service requests
- Answer inbound calls and redirect to technical resources
- Coordinate all support groups to ensure maximum utilization of support technicians
- Pre-process service requests as they arrive through email, manual entry, or direct call-in
- Utilize technology platforms to schedule remote and field technicians
- Monitor resource schedules to ensure prompt time entry on service requests
- Communicate with customers as required by keeping them informed of incident progress, notifying them of impending changes, and agreeing on outages
- Improve customer service, perception, and satisfaction
- Ensure fast turnaround of customer requests
- Escalate service requests that cannot be scheduled within agreed service levels
- Report the utilization of support resources and successful completion of service requests to the service desk manager
- Enter time and expenses as they occur
- Complete assigned training materials and online tutorials
QUALIFICATIONS:
- A bachelor's degree in the related field is preferred
- 2 or more years of customer service experience
- Strong computer aptitude, which includes expertise with Microsoft 365 applications
- Experience in a multi-client environment
- Passion for teamwork, fun, and exceptional customer service
- Professional and dependable demeanor
- Self-motivated with the ability to work in a fast-moving environment
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