Service Department Coordinator

One Step is a dynamic IT company that prides itself on its people, recognizing that every employee's contributions are essential to the organization's success. The company is deeply committed to cultivating a healthy and positive workplace culture that empowers every team member to bring their best efforts forward, facilitating significant impacts on the business. The environment at One Step is supportive, inclusive, and driven by a shared dedication to exceptional service and innovation within the tech industry.

As a leading IT firm, One Step specializes in providing technical customer service solutions, ensuring clients receive timely and effective support for their technical issues. This role is integral to the company's operations as it serves as the crucial link between customers and the technical teams, coordinating service efforts and ensuring customer satisfaction. The Service Specialist position is designed for an experienced, detail-oriented individual with a proven track record of longevity and technical aptitude. This role demands a dynamic and upbeat personality, excellent communication skills, and a strong ability to manage multiple tasks while maintaining professionalism. The Service Specialist is responsible for scheduling and dispatching incoming service requests in the Technical Customer Service Department, ensuring that issues are addressed efficiently and customers feel valued throughout their interactions.

The responsibilities of the Service Specialist include answering and triaging incoming and outgoing phone calls, emails, and voicemails with professionalism and warmth. They verify technical support contracts, enter client support requests into a queue, monitor the queue to dispatch tickets, and keep customers informed about the status of their service requests. Additionally, the Specialist follows up on voicemail inquiries, supports the customer service manager in coordinating staff schedules, and escalates unresolved issues to the manager as needed. This position also handles administrative tasks such as generating weekly departmental statistics and managing CRM tools. It offers an excellent opportunity for those interested in advancing their careers within the technical support field, with a company culture that values growth, learning, and recognition of individual effort.