The Customer Service & Support Specialist plays a critical role in managing service requests, optimizing technician dispatch, and maintaining high service standards. This role involves overseeing service tracking systems, collaborating with internal teams, and ensuring compliance with Service Level Agreements (SLAs). The Customer Service Specialist is responsible for clear communication, accurate documentation, and effective coordination to deliver exceptional service to clients.
Responsibilities Service Coordination and Tracking
Oversee the internal tracking system for service jobs, including managing Q360 boards, the technician database, and client web portals as required.
Diagnose and troubleshoot service requests before dispatching technicians to optimize efficiency and resolution time.
On call work over weekends and holidays to ensure our SLA clients needs are met.
Scope of Work (SOW) Management
Develop detailed Scopes of Work (SOW) for service dispatches, ensuring clarity and precision.
Communicate SOWs clearly to technicians to facilitate efficient and timely dispatches.
Technician and Resource Alignment
Coordinate technician sourcing needs with Installation Services, aligning with SOWs and budgets.
Manage service call costs to remain within approved budgets per customer agreements and SLAs.
Documentation and System Management
Maintain and update client-specific notes in Q360 to ensure accurate and current information.
Generate and manage technician Purchase Orders (POs) and Client Sales Orders (SOs) in Q360.
Upload all necessary documentation into the internal storage system for easy access and record-keeping.
Client and SLA Management
Adhere to Client Service Level Agreements (SLAs), ensuring compliance and high service standards.
Escalate concerns or recurring issues to the Manager, particularly those affecting SLAs or client satisfaction.
Collaboration and Communication
Work closely with the Engineering team to ensure the proper equipment is specified and quoted for replacements or enhancements.
Coordinate equipment shipments, maintaining clear communication with internal teams and external customers as required.
Job Completion and Verification
Ensure the successful completion of service jobs by technicians, including collecting Certificates of Completion (COC), photos, and verifying technician PO amounts.
Generate quotes in Q360 and obtain client approval when necessary.
Qualifications
Associate or Bachelor’s degree in Business Administration, Communications, or a related field preferred.
2–4 years of experience in customer service, service coordination, or technical support, ideally within the AV, IT, or construction/field services industry.
Experience working with service ticketing systems or project/dispatch platforms preferred.
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Responsibilities Service Coordination and Tracking
Oversee the internal tracking system for service jobs, including managing Q360 boards, the technician database, and client web portals as required.
Diagnose and troubleshoot service requests before dispatching technicians to optimize efficiency and resolution time.
On call work over weekends and holidays to ensure our SLA clients needs are met.
Scope of Work (SOW) Management
Develop detailed Scopes of Work (SOW) for service dispatches, ensuring clarity and precision.
Communicate SOWs clearly to technicians to facilitate efficient and timely dispatches.
Technician and Resource Alignment
Coordinate technician sourcing needs with Installation Services, aligning with SOWs and budgets.
Manage service call costs to remain within approved budgets per customer agreements and SLAs.
Documentation and System Management
Maintain and update client-specific notes in Q360 to ensure accurate and current information.
Generate and manage technician Purchase Orders (POs) and Client Sales Orders (SOs) in Q360.
Upload all necessary documentation into the internal storage system for easy access and record-keeping.
Client and SLA Management
Adhere to Client Service Level Agreements (SLAs), ensuring compliance and high service standards.
Escalate concerns or recurring issues to the Manager, particularly those affecting SLAs or client satisfaction.
Collaboration and Communication
Work closely with the Engineering team to ensure the proper equipment is specified and quoted for replacements or enhancements.
Coordinate equipment shipments, maintaining clear communication with internal teams and external customers as required.
Job Completion and Verification
Ensure the successful completion of service jobs by technicians, including collecting Certificates of Completion (COC), photos, and verifying technician PO amounts.
Generate quotes in Q360 and obtain client approval when necessary.
Qualifications
Associate or Bachelor’s degree in Business Administration, Communications, or a related field preferred.
2–4 years of experience in customer service, service coordination, or technical support, ideally within the AV, IT, or construction/field services industry.
Experience working with service ticketing systems or project/dispatch platforms preferred.
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