Scheduling Coordinator

Job Summary The Scheduling Coordinator plays a vital role in efficiently dispatching technicians to address IT and audio/visual issues for both residential and commercial customers. This position involves seamless communication with internal and external contact points to ensure exceptional customer service delivery in a timely and quality-focused manner. Additionally, the Scheduling Coordinator is responsible for overseeing field service operations to ensure accuracy and efficiency. Responsibilities - Pre-process service requests as they arrive through email, manual entry, or direct customer input. - Maintain clear and effective communication with both internal and external customers through phone, email, and ticketing system - Maintain organized records of customer requests, work performed, and other dispatch-related information - Determine the personnel required based on requests or specifications - Coordination of all support groups to ensure maximum utilization of billable resources, and the efficient operation of field service activities - Monitor resource schedules to ensure prompt time entry on service requests. - Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages - Perform Quality Control on completed tickets before billing. - Ensuring teams meet strict deadlines - Fast turnaround of customer requests. - Ability to work in a team and communicate effectively. - Improve usage and increase productivity of support resources. - Make decisions affecting other individuals, financial resources, and the organization's image and reputation - Dealing with unpleasant, angry, or discourteous individuals Qualifications - Basic computer and operating system knowledge. - Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care. - Ability to multi-task and adapt to changes quickly. - Technical awareness: ability to match resources to technical issues appropriately. - Service awareness of all organization's key services for which support is being provided. - Understanding of support tools, techniques, and how technology is used to provide services. - Self-motivated with the ability to work in a fast-moving environment. Educational Recommendations: - High school diploma or equivalent - Moderate-term on-the-job training - Valuable Certifications: CompTIA ITF or related Fundamentals Certifications Previous Experience Recommendations: - Beneficial: Previous experience in Coordinator roles - Exposure to project coordination, documentation, and cross-functional collaboration. - Knowledge of telecommunications, networking, and system integration.