Service Coordinator

Job Description

Job Title: Service Coordinator / Dispatcher

Location: Fairfax, VA

Terms: Full time position, minimum 40 hours per week (working from office)

Who we are:

GRS is a technology consulting firm that has been supporting small-medium sized businesses in the Washington, DC area since 2014. We are a fast growing, high paced IT Managed Services provider. We believe that everyone should have access to high-end, enterprise-level IT solutions, and that is exactly what we provide.

We hire only high energetic, positive, team players that love being challenged and are always looking to grow. Our team represents our core values and delivers high-level client support as well as contribute to our team camaraderie and spirit. We provide the best customer experience; our clients should be able to hear you smile over the phone! We have a team that does not back down from a challenge and gets satisfaction from contributing to the overall success of the company. To be part of our team you must accept the above and have answered yes to the questions below. Do you get great satisfaction from contributing to the overall success of the company? Do you enjoy using technology to automate processes? Do you work well under pressure and always show up with a positive attitude?

Important Characteristics to be Successful at GRS:

The ideal candidate will possess a strong ability to follow directions while also demonstrating initiative when necessary. They will exhibit exceptional customer service skills and the capacity to manage time effectively, especially when handling multiple clients simultaneously. The ability to multitask, prioritize tasks, and adhere to strict deadlines is crucial. We seek a team player who is equitable, adaptable, and possesses excellent interpersonal skills, ensuring they work harmoniously with others and listen attentively. Punctuality, reliability, and thorough note-taking are essential qualities. They must handle stressful situations with composure and continue to engage in self-training to maintain their professional edge.

BENEFITS:

Our unique company benefits include great healthcare, Vision, and dental plan options with ADP Total Source. We offer 401k retirement planning opportunities, Flexible Spending Accounts, Long-Term Disability, Life Insurance, and paid time off. Cutting-edge training opportunities, company lunches, company retreats, special company events and celebrations, all in all a modern, cozy, on the edge of the loop type of work environment!

Breakdown of responsibilities:

- Manage incoming service requests via phone, email, and ticketing system.

- Prioritize and dispatch service requests to the appropriate technical staff.

- Monitor service delivery to meet client SLA commitments.

- Maintain clear communication with clients and technical staff throughout the service process.

- Work with the service management team to enhance processes and client satisfaction.

- Maintain hardware inventory at a small level.

- Work on any additional tasks assigned.

Candidate requirements:

Must be a US Citizen with a valid driver license.

Must be willing to go through a background check.

Must be able to keep up in the high pace environment.

Excellent communication, customer service, planning, problem solving, goal setting, quality, and time management skills.

Experience in a dispatch role within an MSP or IT service environment or equivalent experience.

Strong customer service skills and the ability to remain composed under pressure.

Must be able to become proficient in dispatch software.

Team player with the ability to work independently.

Detail-oriented with strong problem-solving skills.