Service Delivery Coordinator
$36,400,000–$37,440,000 year
On-siteJonesboro, Arkansas, United States
Job Summary
Answer incoming queue calls, triage tickets, and dispatch standard break/fix or emergency service requests based on skillset and workload. Conduct daily follow-up calls with subcontractors to ensure appointments are met and use GeoPointe to schedule service while negotiating rates. Respond to customer inquiries via email, Salesforce, or phone, update service tickets, and review equipment orders for processing. Train team members on workflows and participate in a 24x7x365 on-call rotation after 90 days. This role requires a minimum of 90 days tenure for on-call eligibility and involves working nights and weekends. Located in Jonesboro, AR, the position supports Optus' goal of providing reliable IT services to enterprise organizations across North America.
Required Qualifications
- College degree preferred, High school degree or equivalent required
- Experience with Microsoft Word, Excel and Outlook required
- Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
- Strong written and verbal communication skills required
- A keen attention to detail and great organizational habits are mandatory
- Participation in scheduled on call rotation during nights and weekends
- This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities
- Ability to lift and/or carry up to 25 lbs., periodically, throughout workday
- Ability to stand, walk, climb stairs, sit in one place, squat and kneel continuously throughout day
- Ability to read, write, and communicate both orally and written to external and internal customers and employees
- Normal vision and normal hearing with or without correction
- Ability to work together effectively and professionally with internal and external customers
- Must be able to work in the office in Jonesboro, AR
Desired Qualifications
- Previous telephony experience a plus
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