Digital Services Coordinator

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Plan, coordinate, manage, and oversee operational resources to facilitate remote service delivery.

• Oversee the implementation of service agreements, maintenance contracts, On-Demand requests, and repair initiatives.

• Schedule remote service specialists and allocate them to various project assignments.

• Balance the daily workloads of technicians, optimize response times, and guarantee the prompt resolution of customer inquiries.

• Monitor incoming service queues and work orders; evaluate priority, scope, billing parameters, and site specifications.

• Collaborate with Technician Leads and the Account Team to prioritize urgent service requests, warranty tasks, and scheduled maintenance contracts.

• Work in conjunction with Contract Administration, Estimating, and Service Operations teams to establish work orders and uphold contract milestones.

• Respond to customer inquiries, investigate service inconsistencies or delays, and manage special requests.

• Create cases, monitor status updates, and ensure that documentation and deliverables adhere to company quality standards.

• Review technician documentation, confirm labor hours and materials, and submit documentation for billing and closure.

• Maintain operational data, databases, dispatch software, and documentation portals.

⛳️ Requirements

• Outstanding verbal, written, and telephone communication abilities.

• Capability to engage across phone, email, and instant messaging platforms.

• Demonstrated capacity to organize intricate schedules and handle a high volume of daily interruptions.

• Ability to prioritize pressing operational demands.

• Strong proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

• Familiarity with Windows operating systems.

• Experience with dispatch software and CRM systems is advantageous.

• Keen attention to detail regarding data validation, verification, time tracking, process development, standards compliance, and reporting.

• Capacity to work independently in a dynamic environment while cooperating with remote colleagues.

• Willingness and adaptability to provide occasional overtime or weekend support.

• Ability to travel occasionally for regional team meetings, training sessions, or site visits.

🏝️ Benefits

• Health insurance for employees and their families, including comprehensive wellness programs and incentives.

• Fertility assistance.

• Support for adoption and surrogacy.

• Up to 15 vacation days.

• Paid holidays.

• Sick leave.

• Volunteer leave.

• Parental leave.

• 401(k) matching contributions.

• Opportunities for education and training through company initiatives.

• Tuition reimbursement.

• Support for student debt.

• Occasional travel for regional team meetings, training sessions, or branch visits.