Service Coordinator

We are currently seeking a keen new hire to help our ever expanding team of 25! We stretch across the provinces and other parts of the globe. We're a diverse, driven and highly educated group of mostly "nerd" types that loves to be at work, while providing best in class support and service to our clients. If you have internal drive and a penchant for pursing excellence, you are our type of person!

Responsibilities

• Assist Front desk with walk-in traffic.
• Assist with setting up and sending out invoices and taking payments from clients.
• Assist with prescribing hardware to walk-in traffic.
• Assist with prescribing internet and phone packages to clients.
• Monitor and assign incoming tickets and meetings (jobs and tasks) based on priority for managers, owners, installer and technicians.
• Triage of open issues, ensuring that anything with high priority or critical response needed is handled as quickly as possible.
• Coordinate technician schedules for onsite and remote support.
• Act as the primary point of contact for clients for updates and status reports.
• Timely communication with clients through various channels.
• Ensure Service Level Agreement adherence by managing ticket workflows.
• Communicate with clients to gather additional details for unresolved tickets.
• Track and report on ticket trends and technician / staff performance.
• Oversee & follow through on every task.
• Follow up with clients, or other staff members to ensure tickets are dealt with inside our SLAs.
• Push any new leads or sales generations to sales staff, creating a sales opportunity in ConnectWise (CW) for that client.
• Receive emergency and non-emergency calls and record significant information as tickets.
• Address problems and requests by transmitting information or providing solutions.
• Use teams/phone, or computer to send co-workers to appropriate locations.
• Provide co-workers with information about orders, traffic, obstacles, and requirements.
• Enter data in computer system (CW Manage) and maintain logs and records of calls, activities, and other information.
• Other duties as management requests

Required Skills

• Maintain a positive, empathetic, and professional attitude toward fellow employees and our clients always.
• Internal drive to succeed.
• Strong organizational and time management skills.
• Reliable, our team can count on you to be there, ready to work.
• Ability to communicate clearly in spoken and written English to both clients, owners and team members.
• Excellent phone, typing and computer etiquette
• Familiarity with job manage systems and reporting tools.
• Basic understanding of IT terminology to assign tickets effectively.
• Problem-solving and conflict-resolution skills.
• Ability to handle a FAST paced work environment.
• Happy with learning on the fly, constant education improvements on our tools, services, offerings.
• Empathy - assisting clients to ensure their needs are met.
• Critical thinking- you look at the future and work backwards, anticipating issues, solving, before they become a problem.
• A passion to help
• Assertive- you know what you want and how to ask professionally.
• Flexible- sometimes plans can change, and we just have to pivot and adapt.
• Experience with ConnectWise, Outlook, SharePoint, Word, Excel, and Microsoft Teams is considered an asset.

If this sounds like you, please apply!

Job Type: Full-time

Pay: $20.00-$25.00 per hour

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Profit sharing
• Store discount
• Vision care

Work Location: In person

Application deadline: 2025-10-21