Marco is a one-stop shop for all things business tech. Our employees are “movers and shakers” and our company is always striving to do what’s right. Does this sound like a culture you want to be a part of? We’re hiring a new team member to help take Marco’s technology further – working full-time, Monday - Friday, 8am-5pm. More about us. We do it all – from copy and print solutions to IT and managed services. We are an organization led by salespeople with 750+ engineers ready to fix any and all issues. We have offices in 12 states and service nationally. Join our growing team. You won’t regret it. The CIS Service Coordinator is primarily responsible for providing exceptional customer service to our clients in an effort to ensure a high level of client satisfaction. The CIS Service Coordinator will provide support by prioritizing incoming work order requests, monitoring the work order board, coordinating requests, and ensuring service billing accuracy. Main Responsibilities: - Manage all aspects of assigned dispatch board to ensure targeted Service team utilization benchmarks and client project/service order target completion dates. - Answer client calls, emails and correspondence in an appropriate and timely manner and determine problem severity to establish priorities. Ensure prompt communications to clients (internal and external) on status information and estimated resolution times. - Proactively review and monitor the IT Work Orders board and email alerts to ensure timely and accurate client follow-up and resolution, proper process, and profitability. - Maintain assigned Service team schedule, optimize change outcomes, and advise Project Manager or CIS Integration Coordinator of schedule status. - Provide support to Project Managers or CIS Integration Coordinators during development and implementation of project plans and timelines. - Prioritize and negotiate assignment of resources on project and professional service engagements. - Work closely with Service team for resource scheduling and to resolve disputed items or client concerns. - Work closely with Purchasing and Inside Sales teams to track product orders for installation. Regularly review open Work Orders Report and follow up on outstanding items. - Develop and maintain relationships with internal and external clients. - Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process. - Attend required company and departmental meetings. - Perform other related duties as assigned. Qualifications: - Proficiency with business collaboration tools such as MS Office applications and project management tools. - Communication – Must possess strong communication skills in working with technical and non-technical people and the ability to develop and maintain collaborative relations among all levels of an organization. Must effectively listen to others. - Commitment - This is needed to see a project or task from start to finish. Must possess the ability to maintain the same energy and dedication throughout the project in an effort to learn, accomplish and achieve despite difficulty, failure and opposition. - Organization – Ability to use time, energy and resources in an effective manner to achieve intended goals. - Relationships – Effective at building trust, finding common ground, having emotional empathy and ultimately building good relationships with others. - Team Work - The ability to work with others on a combined task, make contributions to the task and share the responsibility of the outcome. - Time Management - Ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities in order to meet deadlines. - Enthusiasm – Display excitement and positive attitude towards work assignments, clients, and organization. - Flexibility – Adapt to changes in the work environment. Change approach or method to deal with difficult or unexpected situations while remaining calm. Have the ability to think quickly and articulate thoughts in an organized manner, even when unprepared. - Emotion Regulation – Ability to manage emotions, especially negative ones, to be able to think clearly and objectively, in turn to act accordingly. - Negotiation Skills – Ability to understand the other side’s motivations with the goal to achieve a win-win resolution that is favorable, satisfies both sides and maintains relationships for future interactions. - High School diploma and two years of relevant experience; or equivalent combination of education and experience. - Current technical certifications or working knowledge as applicable to Marco suite of products preferred. Benefits: We’re not just competitive when it comes to business tech – we’re also pretty proud of what we offer our employees. Our benefits include medical, dental, and vision insurance. We also have paid holidays and vacation, 401k with generous company match, flexible spending accounts, employee purchase program, employer-paid life insurance, voluntary-term life insurance, short and long-term disability, critical illness and accident benefits, and pet insurance. Yes, we care about your furry family too. To apply (and to learn more about what makes us great), visit: EEO/AA Apply for this job
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