Scheduling Coordinator
POSITION SUMMARY:
The _*Scheduling Coordinator*_ serves as the primary coordinator between StarTech's customers and technical team, managing service requests and ensuring tickets are assigned, scheduled, and tracked effectively.
This role is responsible for answering customer calls and emails, creating and updating service tickets, and dispatching work to the appropriate technical staff member based on availability, priority, skill set, and service level agreement (SLA).
StarTech's Scheduling team plays a vital role in setting customer expectations, maintaining clear communication throughout the scheduling process, and ensuring the proper resources are assigned at the correct time.
POSITION RESPONSIBILITIES:
- Answer incoming customer phone calls and respond to email requests for support.
- Create, assign, and update service tickets.
- Prioritize customer tickets based on urgency and impact.
- Escalate service requests that cannot be scheduled within agreed upon service levels (SLA) to management.
- Set and communicate clear expectations with customers regarding follow-up and resolution timelines.
- Communicate scheduling changes or delays to customers and technical staff as needed.
- Maintain accurate ticket documentation throughout the scheduling process.
- Monitor ticket progress and follow up on outstanding or delayed service requests.
- Monthly Time Approval Process.
- Review, approve, and reconcile employee time entries.
- Review time entries for accuracy related to work role and billable/non-billable status
- Perform other duties and responsibilities as assigned.
QUALIFICATIONS:
- Excellent written and verbal communication skills.
- Highly organized with strong attention to detail.
- Ability to multi-task.
- Ability to prioritize tasks by urgency and work with minimal supervision.
- Understanding of support tools, techniques and how technology is used to support and coordinate business processes.
- Interpersonal skills such as strong communication skills, active listening, written and oral communication skills and customer-care.
- 1-2 years of Scheduling/Customer Service/Vendor Management or Administrative positions.
- Basic knowledge of Microsoft 365 (Outlook, Word, Excel, PowerPoint, etc.)
Job Type: Full-time
Pay: $35,000.00 - $42,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience:
- Schedule management: 1 year (Required)
- Administrative: 1 year (Required)
Ability to Commute:
- Red Wing, MN 55066 (Required)
Work Location: In person