it service coordinator in vancouver

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vancouver, british columbia
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job description

If you are a Customer Service Professional with ambition and the drive to succeed then we want to hear from you!
Our client is currently seeking a full time permanent Service Coordinator based in Vancouver. This is an excellent opportunity to start working ASAP for one of the leader in computer support and IT services. Very dynamic team, tonnes of work, fast-growing managed services and IT solutions provider!

The Role:
The support coordinator position is responsible for working with customers and internal staff to ensure our service delivery is best in class. Scheduling work, dispatching service, and triaging incoming issues are primary responsibilities, as well as acting as the liaison between customers, internal resources, management, and outside vendors. 
This role is primarily focused on customer service, and is not a technical role. However, experience in technical services, and/or an understanding of the requirements and terminology surrounding IT in a small/medium business environment, would be a major asset. 

Handle incoming service requests from customers via e-mail and phone 

-Coordinate service with customers - request information, schedule service, confirm completion 

-Schedule and dispatch internal resources for various tickets 

-Prioritize incoming requests based on business impact 

Interface with internal service team to direct service requests to appropriate resources 

-Manage timelines and deadlines for SLA compliance on service requests 

Escalate requests as needed 

-Process enhancement where applicable - implement policies and procedures where appropriate to streamline service delivery 

-Reporting on service delivery metrics to internal stakeholders 

-Generate customer facing reporting on service delivery metrics 

Assess productivity and efficiency of internal resources, and work with team members to improve 

CUSTOMER SATISFACTION: Achieve 100% customer satisfaction providing excellent client support

Basic technical understanding, with industry experience preferred (this is not a technical service role, however, some knowledge would be valuable) 

Fantastic customer service - in person, on the phone, and via e-mail (strong typing skills)

Ability to handle stress and stay calm when dealing with stressed out customers and team members 

Self motivated and self directed - actively looking to find improvement 

- Highly competitive salary
- ASAP Start
- Transit Accessible (just a 5 minute walk from Skytrain)
- Permanent F/T Role
- Health, dental and vision coverage
- Team lunch Thursdays
- Free Parking
- Exciting Industry

Randstad Professionals Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.