Services Coordinator

Jonesboro, AR

Why are you here? To leave no mark? Make no difference? Neither are we. We’re transforming how our customers connect, communicate, and create, and we’re looking for bright, focused individuals to join us.
 

As a Services Coordinator, you will play an integral role in our success. If you’re looking for a career that will challenge and excite you, we’re saving a seat for you.
 

At Optus, we’ve built a culture fueled by innovation, collaboration, and openness, and we’ve established ourselves as a national leader in IT service delivery. Our people and our technologies improve the day-to-day business of multi-site enterprises—enabling seamless operations and peace of mind for customers all over the country.
 

Responsibilities:

• Provide exceptional customer service to a diverse group of internal and external customers.
• Answer incoming queue calls in a fast-paced environment and triage based on type of call.
• Responsible for dispatching standard break/fix or MAC tickets.
• Conduct daily follow up calls with subcontractors to ensure daily appointments are met.
• Complete check in/out or dispatch confirmation calls.
• Dispatch emergency tickets based on skillset and workload assignments.
• Use GeoPointe to identify/schedule subcontractors for service and negotiate rates to maximize profitability.
• Respond to standard customer or tech inquiries via email, Salesforce, or phone.
• Understand high-level customer specific account requirements and ensures proper cost/billing.
• Update service tickets using the appropriate fields in Salesforce.
• Review requests for equipment orders and submits for processing & delivery.
• Escalate complex issues & customer escalations to Tier 2 and/or Management if needed.
• Train new & current team members on internal/external processes, work flows, and changes.
• Participate in 24x7x365 on call rotation after a minimum of 90 days in position or management discretion.
• Model appropriate behavior in regard to Optus’ Core Values and Code of Ethics policies and support Optus’ team approach to quality to drive Optus forward.
• Other duties or tasks assigned by management.

Requirements:

• College degree preferred, High school degree or equivalent required.
• Experience with Microsoft Word, Excel and Outlook required.
• Previous telephony experience a plus.
• Must be a team player with a positive attitude and able to demonstrate excellent customer service skills.
• Strong written and verbal communication skills required.
• A keen attention to detail and great organizational habits are mandatory.
• Participation in scheduled on call rotation during nights and weekends.
• This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities.

Physical Demands/Working Conditions:

• Minimal travel to off-site locations.
• Ability to read, write, and communicate both orally and written to external and internal customers and employees.
• Normal vision and normal hearing with or without correction.
• Ability to lift and/or carry up to 25 lbs., periodically, throughout workday.
• Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day. Ability to reach, bend, and twist continuously throughout day.
• Ability to work together effectively and professionally with internal and external customers.
• Ability to communicate verbally through use of phone, e-mail, and fax systems continuously throughout day.
• Must have the ability to prioritize projects in order of importance and the ability to change from one project to another at a moment’s notice.

Benefits:

• 401(k).
• 401(k) matching.
• Dental insurance.
• Employee assistance program.
• Flexible spending account.
• Health insurance.
• Health savings account.
• Life insurance.
• Paid time off.
• Referral program.
• Tuition reimbursement.
• Vision insurance.

Schedule:

• 8 hour shift.
• Day shift.
• Monday to Friday.
• Overtime.
• Weekend availability.