At Grapevine MSP, we have the vision to partner with businesses to help them make sound technological decisions by promoting efficiency, security, and innovation. Our team takes pride in its hard work and dedication; we are excited to support the community and existing customers. We are the largest managed service IT firm in the central valley based in Bakersfield, CA. Starting in 2009, owner and CEO Joe Gregory started the company in the middle of a recession with the vision to partner with small businesses to provide innovative technology solutions. Our team at Grapevine MSP has grown exponentially, with 50+ employees. We serve small to enterprise businesses throughout the central valley. Services include proactive IT support, infrastructure management, strategic IT consulting services, phone system solutions, 24×7 help desk services, staff augmentation, managed cloud services, cybersecurity, and more. We attribute much of our success to our fantastic team. We are looking for new members to join our team who are passionate about technology. Our culture revolves around teamwork and winning together, so a can-do attitude and a positive outlook are what we look for!

Grapevine MSP was recognized in 2017, 2018, 2019, 2020, and 2021 as an INC 5000 Award Recipient; they were also ranked on the MSP Global 501 List of Top Managed IT Service Companies in 2017, 2018, 2019, 2021, and 2022. Locally they have received multiple recognitions/awards for Best of the Best. They are a Microsoft Tier-1 Solutions Provider.

Grapevine MSP Technology Services is seeking a full-time Service Coordinator to become an integral part of our team! You will be responsible for providing outstanding customer service, further improving customer satisfaction and perception, and strengthening working relationships.

Responsibilities

• Fast turnaround of customer requests
• Contribute to a team environment by communicating effectively and coordinating with all to ensure maximum utilization.
• Schedule internal and field technical resources within the dispatch ticketing system.
• Handle and resolve customer concerns or issues promptly and accurately via email or over the phone promptly and accurately, escalating to the Service Manager as needed.
• Communication with customers as required. Keep customers informed of progress, notifying them of impending changes or outages.
• Assist with escalating service requests not scheduled within agreed service level agreements.
• Monitor technicians' schedules to ensure accurate and prompt arrival times.
• Before missing appointment times, communicate with the technician and customer for alternative times.
• Handle incoming phone calls related to sales opportunities, working with customers and sales representatives to handle pre- and post-sale activities.
• Work with the procurement team to monitor product order shipments to ensure on-time delivery to customers.
• Notify customers of shipping flow issues in advance.
• Develop knowledge about each customer's business, requirements, and network.
• Become familiar with training materials related to job tasks and requirements.
• Maintain a competent understanding of our company's capabilities and goals.
• Coordinate, analyze, and improve customer service functions to meet our and customers' goals.
• Responsible for tracking, monitoring, utilizing, and providing reports as requested by management.

Requirements

• Previous experience in Service Coordination/Dispatch, IT, or other related fields
• Strong communication and interpersonal skills
• Great attention to detail
• Excellent organizational and coordination abilities
• Self-Driven
• Multitasking
• Dependable
• Office 365

Benefits

• Competitive Pay
• 401K Plan with matching pay contributions
• Grapevine MSP offers access to low-cost, high-quality healthcare options, "Health, Dental, and Vision."
• Vacation time
• Paid Sick Time
• Performance Bonuses
• Work Anniversary Recognition
• Equipment and Tools Provided
• Plenty of training courses are covered if you want to advance further; Grapevine MSP offers Growth and Development Plans with Industry-Specific Training.
• Team Events
• Social Events