Service Coordinator, DCMS in Pooler, GA at Hargray

Date Posted: 8/25/2020

Job Snapshot

Job Description

Are you organized, well-spoken and customer service oriented with attention to detail? If so, come join our DCMS team at Hargray. We are a rapidly growing division with a focus on delivering customer delight. This Service coordinator position is a fast-paced multi-disciplined position dealing with customer service and team building in addition to inventory receiving and control. If this sounds like you are looking in the mirror, please come join our team!

 General Description of Position:

Our clients see us as an extension of their business, so we focus on building unique relationships with each of them, providing vision and strategy for their technology needs, and responding quickly when a technical issue is hindering their work. We look for team members who are focused on meeting the needs of our clients and are willing to go above and beyond to do so. Our core values of Accountability, Passion, Continuous Improvement, Customer Delight and Congeniality / Collegiality represent who we are and who we are constantly striving to be. Hargray DCMS provides comprehensive employment benefits, including health insurance, PTO and sick time, and 401K match. As a Service Coordinator, you’ll handle support-related tasks for members of the Field Engineering and Professional Services service teams. The work environment is fast-paced but fun; flexibility and problem-solving skills are a necessity. We are looking for someone who has excellent verbal communication skills, will maintain professionalism, and is adept at prioritizing and assigning work based on multiple factors. Hargray DCMS is a very customer-centric company, so a thorough knowledge of customer service will be required.

 Duties & Responsibilities: (Include but not limited to)

  • Answer incoming calls, generate service requests, or route calls to appropriate personnel.
  • Monitor and review all service and product requests, assigning to engineers based on availability and skill-level.
  • Schedule remote and onsite technical support based on priority and urgency.
  • Communicate with customers regarding status updates, purchases, onsite visits, and scheduled work.
  • Ensure that service requests are being resolved in a timely manner.
  • Escalate service requests.
  • Assist with emergency response as point-of-contact for customers and internal stakeholders.
  • Review service requests to ensure accuracy.
  • Communicate pertinent information to engineers, team leads, and managers.
  • Send out and tally results of customer satisfaction surveys
  • Process any hardware returns that fall under warranty
  • Validate, track, receive and ensure all parts associated with service requests are purchased and available to technicians, asset management.
  • Performing other duties as assigned.
  • Primary backup to Sales Coordinator.


Job Requirements

Minimum Qualifications:

  • Commitment to support and promote Hargray’s mission, vision, and values.
  • Ability to multitask in a fast-paced work environment.
  • Strong written/oral and interpersonal communication skills.
  • Analytical thinking and problem-solving ability.
  • Flexibility to work and adapt in a rapidly changing environment.
  • Desire to work as a team player.
  • Strong customer service orientation.
  • Associates Degree or higher strongly recommended.
  • Proficiency with technology desired.
  • Ability to lift 50lbs.

EOE/ Vet/ Disability