Position Summary
The Service Coordinator works in the Service Delivery section department and deals directly with Channel Partners and our customers. Responsibility in this role includes dealing with setting up a new customer using our service, performing upgrades, MACDs, switching to other services or adjusting what is provided. While self-motivated, the Service Coordinator also needs to be a team player too. An outgoing person, they will spend a considerable part of their workday providing training to customers on how to use our service.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
Manage, organise, monitor and finish several concurrent projects on behalf of a customer
Provide helpful training to customers for all projects and orders placed
Be able to work through the full sales cycle from taking an initial order through to a completed installation
Provide swift service that exceeds expectations for customers of Vision voice, other partners and within the support section when providing our services and executing them, to include:
Arrange and plan out design phone calls with partners, the ultimate user, and the
Technical Implementation Specialist
Provide pro-active help relating to our Hosted Voice Provided service, related tasks, and responsibilities as appropriate or requested
Act as a trouble-shooter to deal effectively with any increase of complaint level from a customer, the support or sales teams either via the telephone or email message
Provide LNP for Toll-free calling and local calling along with arranging for circuit availability too
Check communication ports for any initiation from the beginning to the end
Fix any services that are having issues to ensure the customer receives the services required
Work alongside our customers, any resellers, Solutions Architect, the team that provides the builds, our dispatch department, the team of installers, and the VisionVoice Channel Manager
Any other tasks relating to the role, as issued
Minimum Qualifications (Knowledge, Skills, and Abilities)
Worked in telecommunications previously
Comfortable using Windows and applications like Access, Word and Excel
Worked using Salesforce software, ideally, or another CRM system
Effective organiser, ability to prioritise and manage time well
Strong communication skills both with colleagues and customers
Strong with customer service and the ability to solve issues as they arise
Can be a reliable member of a team but also work independently too
Flexible enough to accept changes to procedures, processes, and tasks responsible for
A focused person with a positive, go-getter attitude looking to excel
Physical Demands and Work Environment
Described below is what’s physically required in the role to complete the essential duties. Fair adjustments will be actioned to help people with disabilities to still complete the tasks. It should be noted that the role requires the ability to sit, speak, hear, and use fingers and hands as needed to communicate or complete a physical task. It’s necessary to be able to see close up, at a distance and adjust visual focus as required. The noise in the workplace is typically low to modest. VisionVoice is an equal opportunities company and provides employment that matches or exceeds the regulations in this area.
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