Dispatch Service Coordinator

 

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

 

New Era Technology offers:   

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

SUMMARY: The Service Coordinator manages and executes work orders efficiently by optimizing processes and ensuring the quality and timeliness of deliverables while adhering to PMO standards and methodologies. This role requires maintaining a high level of communication in a fast-paced, high-volume environment. This position receives incoming service and installation requests from Customers and Operations during business and after hours.

This position requires reliable internet connection and a dedicated workspace in a quiet environment suitable for focused work.

PRIMARY DUTIES & RESPONSIBILITIES include but are not limited to:    

• Planning and Scheduling:
• Receive work requests from customers and schedule work orders via company-issued toolsets and systems.
• Review work orders and ensure all necessary information is available to successfully complete the requested work.
• Plan and schedule work orders based on priority and resource availability.
• Properly communicate all necessary information to resources to successfully complete each work order.
• Monitoring Progress and Documentation Tracking:
• Maintain work order status throughout the lifecycle process including dispatching, onsite verifications, status updates, and close-out activities.
• Document all work order related information in ticketing software to include progress notes, arrival time, departure time and issues that arise with installation.
• Maintain work order schedules and escalate any schedule deviations to the appropriate customer, resource, and/or project team.
• Monitoring resources arrival onsite within the specified timeframes.
• Communicate with technicians and/or sites prior to the install date to verify that the technicians, contractors, and/or sites are aware of their assignments.
• Communicate proactively with customers to provide status updates, requested deliverables, and confirmation of successful completion of each work order.
• Document and communicate with the appropriate team regarding resource performance and issues.

• Adherence to SLAs and Performance Metrics:
• Ensure compliance with Service Level Agreements (SLAs) and accountability to Key Performance Indicators (KPIs).
• Quality and Compliance:
• Ensure compliance with quality standards and operational procedures.
• Conduct thorough review of work orders to verify accuracy and adherence to guidelines.
• Improve customer satisfaction/NPS scores.
• Ensure that corporate policies and procedures are understood and followed.
• Attend and contribute to bi-weekly operations meetings.

COMPETENCIES & KEY SKILLS:

• 1 year + related industry experience preferred
• Customer-centric focusing on meeting customer needs and concerns.
• The ability to build collaborative relationships by working effectively with internal and external customers by promoting open communication and fostering a positive cooperative environment.
• Work both independently and collaboratively within a team environment. Managing tasks autonomously while also contributing effectively to team objectives.
• Proactive problem-solving and anticipating challenges customers may face and addressing to prevent escalation.
• Ability to adapt to fluctuating priorities and effectively managing unexpected challenges and changes in a work environment.
• Ability to assess and interpret information from various sources to make informed decisions and solve challenges effectively.
• Proficient in verbal and written communication skills, with the ability to present information clearly, respond professionally to inquiries and interact with managers, employees and customers.
• Working knowledge of Outlook, Excel, Access and Word;

EDUCATION & EXPERIENCE REQUIRED:  

• High School diploma or equivalent
• At least one year of previous customer service experience required

PHYSICAL DEMANDS:

• Requires regular use of hands and fingers to operate a computer keyboard, mouse and other standard office equipment
• Ability to listen, comprehend, and respond to spoken communication in both in-person and remote setting (e.g., phone calls, video conferencing).
• Ability to view and read information on a computer screen for extended periods, including the capacity to adjust focus as needed to process information effectively.

EXPECTED HOURS OF WORK: Full Time, 40 hours per week, plus overtime as needed   

TRAVEL: None

LANGUAGE SKILLS: English

QUALIFICATIONS:   To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at privacy@neweratech.com .