Position Summary:

The Service Coordinator II works with Heartland’s customers and Sales Teams to coordinate schedules for technical resources to assist the customer base. Services are provided by direct person-to-person contact, telephone, or email. The Service Coordinator II is able to work independently to successfully schedule large projects, address billing questions, assist with training of new staff, and be compliant with performance metrics. This position monitors and assists in ensuring technical resources are scheduled for maximum productivity. The service coordination team also reviews resource time sheets for accuracy of billing. 

Roles and Responsibilities/ Essential Functions:

• Respond to requests received from customers, sales staff, technical resources, and other requestors to assist in scheduling technical resources to meet our customers’ needs. Requests may come via in person communication, phone, email or on-line. 
• Reviews and monitors complicated inquiries fulfilled by Service Coordinator I for accuracy.
• Align the correct resource to the job needed. If it isn’t the primary resource assigned to the account, ensure they are communicated with appropriately. 
• Confirm with customers the scheduled date and time of the scheduled appointment.  
• Communicate scheduled events to the sales staff appropriately if they were not included on the original request. 
• Communicate any scheduled changes needed with the scheduled resource, the customer, and the sales staff for the account. 
• Schedule follow-up, as necessary.
• Immediately communicate with the Account Manager on any customer situation beyond normal service including customer complaints, additional product to be ordered, change in contact person, business relocation, or other issues as they arise. 
• Work with Technicians on all replacement and warranty parts that need to be ordered. 
• Monitor all software programs used by HBS in the reporting, documentation, and follow-up of service issues.
• Assist with retrieval of pack slips for timely billing. 
• Facilitate the credit request process to gather necessary information. 

Competencies

• Accountability: Accountability looks at the extent to which an individual is willing to accept responsibility. 
• Accuracy: Accuracy looks at the extent to which an individual’s work is correct and error free within company policies and guidelines. 
• Active Listening: Active listening looks at the extent to which an individual actively attends to, conveys, and understands the comments and questions of others. 
• Adaptability: Adaptability looks at the extent to which an individual can fit into a changing working environment. 
• Communication: Ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Customer Oriented: Customer orientation implies a desire to serve both external and internal clients by focusing effort on meeting the client’s needs, understanding their concerns, and seeking to build trust.
• Detail Oriented: Detail orientation looks at the ability of the individual to pay meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant. 
• Organized: Organizational skills looks at the ability of the individual to be structured and methodical in working skills. 
• Project Management: Project Management skills looks at the ability of the individual to demonstrate an understanding of planning, organizing, staffing directing and controlling work tasks.
• Reliability: Reliability looks at the ability of the individual to be dependable and trustworthy. 
• Self- Motivated: Self motivational skills look at the ability of the individual to reach a goal or perform a task with little supervision or direction. 
• Time Management: Time management skills looks at the ability of the individual to effectively utilize available time for the completion of necessary job tasks. 
• Working Under Pressure: Working under pressure looks at the ability of the individual to maintain composure when exposed to stress.

Required Experience:

• 1+ years experience scheduling or managing complex schedules

Preferred Experience:

• 2+ years in related field of Information technology or information systems
• 2+ years of scheduling coordination experience
• 2+ years of management of projects 40+ hours/multiple resources 

Required Skills, Education and/ or Certifications required:

• Proficient in Microsoft Office products such as Word, Excel, and Outlook
• Proficient in ConnectWise Manage system
• High School Diploma or equivalent

Preferred Skills, Education and/ or Certifications required:

• Certified in ConnectWise Finance Module and ConnectWise Service Module 
• A+ Certification, CompTia A+, (or equivalent)
• Associate degree - two-year college or technical school (Information Technologies or Business Administration)
• Interdepartmental collaboration skills

Equal Opportunity Employer - Including Disabled and Veterans 

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