Call Coordinator at Sourcefit

The Call Coordinator oversees service calls from start to finish and serves as the primary coordinator for all service-related activities. This role focuses on completing Preventative Maintenance Service calls for the company's brand paper scanners. The primary responsibility of the call coordinator is to ensure excellent service delivery by contacting the end user to verify the presence of the equipment and the availability of the site for our visit. This involves making phone calls, leaving messages, sending emails, and following up consistently. While phone scripts and email templates are provided, the ability to engage in natural and professional conversations is essential. Once Contact is made the call coordinator arranges for a technician to visit the site, perform the work, and return documentation and closing information to the company. All activities are meticulously documented in our call management software.

Job Details:

Call Coordinator

Eastwood Libis, QC (Work from Home)

Monday to Friday | 10 PM – 7 AM

*Minimum internet speed of 25 mbps

Responsibilities:

·Proactively manage multiple service calls from inception to completion.

·Interact with service management software to properly update and documents work done.

·Follow schedule of work and prioritize work tasks based on set criteria

·Professionally communicate with clients throughout the service call.

·Make outbound phone calls and send emails to clients to establish availability of site for PM visit

·Follow up with clients on a scheduled basis until contact is made.

·Contact local technicians to perform the work, communicate job requirements and set service and reporting expectations

·Follow up with technician to ensure schedules are kept and all work is completed within the specified timeframe.

·Resolve service issues by coordinating with internal teams and communicating with the client and service technician

·Properly document all activities including changes to account, contact or equipment details

Qualifications:

·Excellent written and verbal communication skills

·Computer proficiency and a strong background in Microsoft products

·Positive attitude even when under pressure

·Work history showing progressive growth and responsibilities

·Ability to work in teams across departments and independently as needed

·Experience managing complex workloads and projects

·Effective organizational skills