Arizona Tech Works, Inc. is a core values driven company that has been providing expertise in networks services, computer support and IT consulting for businesses in the Phoenix Metro area for over 10 years. We take great pride in our ability to provide superior IT solutions and outstanding customer service for our clients and we are actively looking for the right person to join our team.

We are seeking an individual who is interested in unlimited professional growth and management potential. This is a unique opportunity for you to learn, grow and become a part of something special, so learn from the best, and become the best!

The Administrative Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. The Service Coordinator will also assist CEO and Director of Operations with marketing and daily general administrative assistant tasks.

This position is a key contributor in the success of ensuring client satisfaction. This isachieved by proper follow-through, triaging, managing of service requests, and helping in managing client expectations. This position is also key to the internal and marketing operations of the business.

Essential Duties and Responsibilities:

• Act as the single point of contact to the customer for all types of service requests
• Qualify incoming sales opportunities and then determine which proper protocols apply
• Fearlessly make outgoing client calls and marketing calls to prospects
• Able to receive general, sometimes heavy incoming phone calls and routing them to the proper party while maintaining a professional, warm attitude
• Process service requests as they arrive through email, manual entry, or direct customer input
• Schedule internal and field technical resources as needed
• Monitor service board queue to ensure prompt response time on service requests
• Communicate with customers as required: keeping them informed of their incident progress.
• Creating or modifying standard operating procedures and process documentation
• Coordinate and execute marketing campaigns, track and update results
• Maintain, categorize and organize marketing prospect lists in CRM application
• Coordination of all IT support groups to ensure maximum utilization of resources
• Perform general administrative assistant duties assist the CEO and Director of Operations

Knowledge, Skills, and/or Abilities Required:    

• Ability to work on multiple priorities and/or projects simultaneously
• Excellent listening and communications skills, both verbal and written
• Comfortable making outbound marketing calls
• Strong customer relationship skills with an urgent desire to help our clients with their needs
• Organized, detail oriented and self-motivated
• Excellent computer skills including Microsoft Office and Publisher and the ability to effectively communicate through e-mail.
• Ability to remain in contact with the client thru the completion of the service request
• Basic problem-solving abilities and ability to set and meet reasonable deadlines
• Ability to build positive and collaborative relationships
• Willingness to develop professionally
• Ability to work with little supervision and manage a team

 Expected Outcomes:

• Improve customer service, perception, and satisfaction
• Learn and effectively utilize internal tools for service tickets, marketing and dispatch
• Launch marketing campaigns on schedule
• Track results of marketing campaigns
• Clear, clean, organize and maintain client and prospect lists in CRM system
• Quickly respond to customer requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the CEO
• Responsible for entering time and expenses as it occurs
• Ensure detailed service tickets are maintained for each service request
• Success in the Administrative Service Coordinator position will be measured in various areas such as number of rings before an incoming call is answered, on-time launch of campaigns, number of tickets closed, number of outbound client “how did we do” calls, number of new processes documented and/or updated, number of outbound marketing calls made, and internal & external client satisfaction scores.

Educational/Vocational/Previous Experience Recommendations:

• Ability to type 45+ WPM (words per minute)
• 1+ years’ experience in customer services is required.

Working Conditions:

• Normal professional, office environment. Business casual attire and casual Fridays.

Compensation:

• Depending on qualifications, experience and performance. Family owned and Family Friendly. Vacation, sick time, dental, eye and FSA available after 90 days.

*The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

If you still find yourself saying phrases such as: “Oh, yeah, I can do that.” “Got that.” “Check!” then visit us at: http://www.aztechworks.com/administrative-service-coordinator/ and submit your resume and complete our on-line questionnaire!

*An equal opportunity employer. All applicants must be authorized to work in the United States on a full-time basis.