The Service Coordinator is responsible for providing timely, customer-focused support to our internal and/or external customers. This role involves providing first call resolution on standard service issues and appropriately identifying the correct escalation team for non-standard or escalated situations. The ideal candidate will balance quality and service, operate within established SOPs, and enjoy working in a fast-paced service environment.

Making an Impact
• Handle all service calls, emails, and/or tickets in a prompt, professional manner.
• Provide exceptional customer service by listening effectively, displaying empathy, identifying the root cause of a situation, and taking appropriate resolution action to ensure customer satisfaction.
• Effectively follow documented best practices and SOPs to consistently resolve issues with high quality.
• Efficiently manage target workload (i.e., calls or tickets per day) while maintaining high quality levels.
• Identify chronic customer problems and share insights with leader
• Ensure timely completion of monthly assigned Quality Metrics (QMs) and bi-weekly call calibrations.
• Review, update, and maintain pertinent Standard Operating Procedures (SOPs) as needed.

Your Typical Day and Other Key Details
• 90% front line service delivery (i.e. calls, chats, portal, email resolution)
• Other: Ongoing training, projects as assigned by leader

The Service Coordinator is responsible for providing timely, customer-focused support to our internal and/or external customers. This role involves providing first call resolution on standard service issues and appropriately identifying the correct escalation team for non-standard or escalated situations. The ideal candidate will balance quality and service, operate within established SOPs, and enjoy working in a fast-paced service environment.

Making an Impact
• Handle all service calls, emails, and/or tickets in a prompt, professional manner.
• Provide exceptional customer service by listening effectively, displaying empathy, identifying the root cause of a situation, and taking appropriate resolution action to ensure customer satisfaction.
• Effectively follow documented best practices and SOPs to consistently resolve issues with high quality.
• Efficiently manage target workload (i.e., calls or tickets per day) while maintaining high quality levels.
• Identify chronic customer problems and share insights with leader
• Ensure timely completion of monthly assigned Quality Metrics (QMs) and bi-weekly call calibrations.
• Review, update, and maintain pertinent Standard Operating Procedures (SOPs) as needed.

Your Typical Day and Other Key Details
• 90% front line service delivery (i.e. calls, chats, portal, email resolution)
• Other: Ongoing training, projects as assigned by leader