NorcomCT ยท 5 months ago
Customer Support Coordinator - Dispatcher
Naugatuck, CT
Full-time
Onsite
Entry Level
$25/hr - $36/hrNortheastern Communications, Inc. is a leader in the wireless communications industry seeking a Customer Support Coordinator - Dispatcher. This role involves receiving and documenting service requests, scheduling technicians, and providing exceptional support to ensure mission-critical systems are operational for clients.
TelecommunicationsWired TelecommunicationsWireless
Responsibilities
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
Qualification
Required
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
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
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
Preferred
Customer service/internal support experience is preferred
Benefits
Medical and dental insurance
Life and disability insurance
401k Employer match
Paid personal time off (sick and vacation)
Bonus and profit sharing programs
Company
NorcomCT
NorcomCT is a telecommunication firm that provides communication systems including design, sale, installation, and repair services.
Founded in 1958
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Douglas Fuchs, MSJLA
Chief Operations Officer
Company data provided by crunchbase