Customer Support Coordinator - Technical Scheduler

The current position available on the customer support team is for Service Dispatcher. This individual is responsible to receive and document service and installation requests from customers and coworkers and schedule/coordinate service and installation technicians. All members of the customer support team handle various customer interactions and administrative tasks in addition to their primary responsibilities. In addition to the general requirements listed below, the Service Dispatcher position requires experience with the use of two-way radio communications systems in the public safety/first responder environment and must have demonstrated technical aptitude and experience. Applicant must be able to

Interact and communicate with customers and co-workers in a clear and effective, professional manner

Assess customer needs and requests and determine the level of response required

Identify issues that require escalation and escalate them quickly and effectively as required

Manage multiple priorities in a fast paced, sometimes stressful environment

Effectively document information in a call tracking and Customer Relationship Management (CRM) system

Understand technical concepts

Be a self-starter and work effectively with minimal supervision

Remain organized and productive with minimal supervision

Be able to organize and present information in a cohesive manner

Must be extremely detail oriented

Be on time for work and have consistent attendance

Must have technical aptitude

Must have experience with the use of two-way radio communications systems in the public safety/first responder environment

Customer service/internal support experience is preferred

Strong problem solving ability

Ability to compose and properly format professional, grammatically correct emails, correspondences and letters

Ability to read and understand basic technical documents

Ability to pass company’s and customer’s background checks

Ability to pass pre-employment physical and drug tests

Must have Connecticut drivers license with good driving record

Proficiency in the use of computers and standard office equipment

Proficiency and experience in the use Microsoft Outlook (Email), Word, Excel, web browser and other standard Windows programs

Ability to lift and carry 25 pounds of equipment

Answer and address/direct phone calls from customers and employees

Create new service and sales requests in CRM/case management system

Update open requests in CRM/case management system based on information from service technicians and others

Determine what level of response is required for each service request and schedule employees or take appropriate other action

Assign pending tasks to service personnel

Coordinate service, install and project tasks with customers

Monitor service and project activities throughout the day and re-prioritize as required

Escalate issues in a timely manner when required

Place parts orders and pick items required to fulfill orders

Work with customers to determine what items are needed, provide quotes and enter customer orders

Work with customer on billing authorization and documentation

Ensure that items/orders are complete before scheduling

Review case statuses, expedite orders and update customers with order status

Request RMAs from service providers and vendors

Review for completeness and accuracy, finalize and close out project and service orders

Manage project inventory and release of equipment

Effectively manage CRM follow up tasks

Occasionally travel for customer meetings and training in company owned vehicles

Other duties as may be assigned from time to time

Complete online application and questionnaire

Submit resume with cover letter via online application

If selected Complete initial screening assessment online (30-35 minutes) Complete skills assessment online (35-40 minutes) Complete pre-interview assessment online (35-40 minutes)

Complete initial screening assessment online (30-35 minutes)

Complete skills assessment online (35-40 minutes)

Complete pre-interview assessment online (35-40 minutes)

Phone interview Complete attention to detail assessment online (10 minutes)

Complete attention to detail assessment online (10 minutes)

In person interview On site MS Office assessment

On site MS Office assessment

Background check, Motor Vehicle Records (MVR) check and drug test

We expect that the evaluation process may take up to 60 days. To be considered for this position, please submit resume with cover letter and complete the online application and questionnaire by clicking the "Apply" link below. You will receive a confirmation email within 2 hours of submission. If you do not receive a confirmation email please contact us at employment@norcomct.com . There is no closing date for this position at this time. Northeastern Communications, Inc. dba NorcomCT is an Equal Opportunity Employer