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Service Request Coordinator

Company: Black Box Network Services
Location: Dallas
Posted on: June 12, 2021

Job Description:

Overview

Perform day-to-day work activities of coordinating the intake of Service Request (On Demand) cases - the ad hoc rearrangement, addition or deletion of product and service components or features such as software, hardware, carrier provisioning or other network components. Responsible for intake coordination of all assigned cases including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines, deadlines and margin requirements. Coordinate within GSI and various functional groups to complete assigned Service Request cases to the customers' satisfaction and within specified SLAs. Ensure services are delivered to clients in a high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs. This role is an integral part of the service delivery team and works closely with sales, sales engineers, resource coordination team, technical engineers and project management office to ensure client satisfaction.

Location: Dallas, TX

Responsibilities

  • Primary initial point of contact for clients requiring On Demand services. Cases tracked by utilizing Black Box internal ticketing systems (Service Now/SAP systems).
  • Responsible for intake of Service Requests and escalations from initial request throughout the ticket life-cycle to resolution.
  • Properly collect client information required to process request and input or update service system.
  • Responsible for moving request through documented process for presales support.
  • Communication to client to review SOW/Quote as relevant.
  • Work closely with client and resource coordinators for scheduling of onsite service delivery.
  • Escalate, internal or external concerns, to Service Request Manager.
  • Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance, including performing research to improve service levels.
  • Perform post-delivery follow up with client to ensure customer satisfaction and uncover further Service Request opportunities.
  • Analyze Service Request ticket data and CSAT survey results to identify and implement lessons learned, efficiencies and enhanced client service.
  • Ability to meet multiple service level agreement requirements during the ticket life-cycle.
  • Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
  • Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services that BBOX supports.
  • Implement and make recommendations to improve methodologies, core competencies and processes for Service Requests to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
  • Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs.
  • Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
  • Achieve performance targets established by leadership for applicable Key Performance Indicators.
  • Perform other duties as assigned by management.

Qualifications

  • Associates' Degree in Business, Information Technology or related field, preferred, or 3 - 5 years equivalent, relevant experience.
  • Minimum of 3 years of project coordination or related technical experience including customer service, dispatching, incident/break-fix support in the telecommunications, audio, and/or network connectivity products and services field.
  • Service awareness of all organization's key product and service offerings for which support is being provided.
  • Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions. Excellent communication and presentation skills and comfort interfacing with customers (internal and external). With demonstrated ability to consistently exceed client expectations.
  • Excellent problem solving and systems analysis skills with demonstrated success in root cause analysis, effectiveness measurements and related documentation with demonstrated ability to manage multiple initiatives concurrently in a high volume SLA environment.
  • Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
  • Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
  • Ability to be flexible with tasks during major outages and to work overtime as needed.
  • Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems.

Knowledge, Skills, Abilities

  • Accountability - Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs, and performs one's job with the broader goals in mind. Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization's success.
  • Customer Focus - Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.
  • Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision making during crises.
  • Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one's own style or preference and its impact on others. Earns the respect of others.
  • Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Sets and maintains high performance standards for self and others that support organization's strategic plan.

What's in it for You?

Black Box Network Services offers a competitive total rewards benefits package that includes medical, dental, and vision coverage, in addition to a wide variety of additional benefits like life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs and more!

We understand attracting great talent requires going beyond just competitive compensation and benefits. Black Box provides challenging work that creates advancement opportunities within the organization for those demonstrating desire and aptitude through their achievements. We have no shortage of opportunities. If you are looking for a business that allows for individual reward and growth, we are the place for you!

About Black Box Network Services

Black Box is a leading technology solutions provider. Our mission is to accelerate our customers' business by valuing relationships with our team members, clients and stakeholders. By continuously growing our knowledge, we remain relevant in the market and are in a superior position to help customers design, deploy and manage their IT infrastructure. Through our values, such as innovation, ownership, transparency, respect and open-mindedness, we deliver high-value products and services through our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.

Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.

Keywords: Black Box Network Services, Dallas , Service Request Coordinator, Other , Dallas, Texas

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