Must-have Skills / Qualification:
• Associate degree in a related field, or equivalent relevant experience
• 1–3 years of experience in a Service Coordinator, Scheduling/Dispatch, Customer Service, Help Desk, Incident Management, or similar role
• Experience with ticket management or service management systems, such as ConnectWise, ServiceNow, or similar platforms.
• Strong ticket and workflow management skills, including tracking requests from initial intake through resolution and ensuring timely updates and follow-ups
• Experience with scheduling and dispatch, including managing calendars, booking appointments, routing resources, and adjusting schedules when priorities or emergencies change
• Excellent customer service and client communication skills, with the ability to confidently handle frequent phone calls and email correspondence
• Strong spoken and written English, with the ability to listen, understand, process, and respond to client information accurately and efficiently in real time
• Ability to gather accurate information, ask probing questions, identify client needs, and provide appropriate initial troubleshooting or route issues to the correct resource
• Demonstrated ability to multitask, prioritize competing requests, and work effectively in a fast-paced environment
• Ability to coordinate and communicate effectively across clients, engineers, management, billing, procurement, and other internal teams
• Strong organizational skills and acute attention to detail, particularly when maintaining tickets, service records, and technician notes
• Ability to proactively anticipate needs, follow up on outstanding items, and ensure issues do not fall through the cracks
• Proficiency with general and specialized software, with the ability to quickly learn new systems and platforms