Customer Support Coordinator - Technical Scheduler

Location and Hours: Naugatuck, Connecticut - Monday through Friday 8:00 am - 5:00 pmPay Rate: $25.00 to $36.00Pay rate based on applicant’s skills, experience, training/education and certificationsNortheastern Communications, Inc., a local leader in the wireless communications industry, is seeking outstanding individuals to join our customer support teamNortheastern Communications, Inc. is headquartered in Naugatuck, CT and operates a satellite service center in Stratford, CT. The company was founded in the late 1950s and has grown to employ forty-five team members at two locations with twelve-million dollars in sales annually. We specialize in the design, sale, implementation, and support of wireless communications and data systems for public safety, government and enterprise clients throughout Connecticut. We are proud to provide quality Motorola products and services and have been recognized as an outstanding Motorola sales and service partner on several occasions.We are seeking talented, enthusiastic individuals to help achieve our goal of providing the highest level of service to our clients. Our clients depend on our systems to protect the public and save lives; we depend on our support team to provide “best in class” support to keep our customer’s mission critical systems up and available every day. Our continued success is a result of an outstanding team of people devoted to supporting our mutual goals. Our company demands excellence from our team members to meet these goals and offers the following benefits to all full time employees:Competitive salaries commensurate based on experience, training/education and certificationsMedical and dental insuranceLife and disability insurance401k Employer matchPaid personal time off (sick and vacation)Bonus and profit sharing programsOur company provides a wide range of products and services and our customer support team is made up of a variety of positions and specialties. We are currently seeking applicants for Customer Support Coordinator - Service and Installation Dispatcher.This position requires excellent interpersonal skills, attention to detail, technical aptitude and solid computer skills. Salary, daily responsibilities and the opportunity for advancement are based on the skills and experience that a candidate possesses.Our goal is to provide a work experience that will create a long term, mutually beneficial relationship between the employee, the company and our customersSummary:The current position available on the customer support team is for Service Dispatcher. This individual is responsible to receive and document service and installation requests from customers and coworkers and schedule/coordinate service and installation technicians. All members of the customer support team handle various customer interactions and administrative tasks in addition to their primary responsibilities.In addition to the general requirements listed below, the Service Dispatcher position requires experience with the use of two-way radio communications systems in the public safety/first responder environment and must have demonstrated technical aptitude and experience.Applicant must be able toInteract and communicate with customers and co-workers in a clear and effective, professional mannerAssess customer needs and requests and determine the level of response requiredIdentify issues that require escalation and escalate them quickly and effectively as requiredManage multiple priorities in a fast paced, sometimes stressful environmentEffectively document information in a call tracking and Customer Relationship Management (CRM) systemUnderstand technical conceptsBe a self-starter and work effectively with minimal supervisionRemain organized and productive with minimal supervisionBe able to organize and present information in a cohesive mannerRequirementsMust be extremely detail orientedBe on time for work and have consistent attendanceMust have technical aptitudeMust have experience with the use of two-way radio communications systems in the public safety/first responder environmentCustomer service/internal support experience is preferredStrong problem solving abilityAbility to compose and properly format professional, grammatically correct emails, correspondences and lettersAbility to read and understand basic technical documentsAbility to pass company’s and customer’s background checksAbility to pass pre-employment physical and drug testsMust have Connecticut drivers license with good driving recordProficiency in the use of computers and standard office equipmentProficiency and experience in the use Microsoft Outlook (Email), Word, Excel, web browser and other standard Windows programsAbility to lift and carry 25 pounds of equipmentDuties IncludeAnswer and address/direct phone calls from customers and employeesCreate new service and sales requests in CRM/case management systemUpdate open requests in CRM/case management system based on information from service technicians and othersDetermine what level of response is required for each service request and schedule employees or take appropriate other actionAssign pending tasks to service personnelCoordinate service, install and project tasks with customersMonitor service and project activities throughout the day and re-prioritize as requiredEscalate issues in a timely manner when requiredPlace parts orders and pick items required to fulfill ordersWork with customers to determine what items are needed, provide quotes and enter customer ordersWork with customer on billing authorization and documentationEnsure that items/orders are complete before schedulingReview case statuses, expedite orders and update customers with order statusRequest RMAs from service providers and vendorsReview for completeness and accuracy, finalize and close out project and service ordersManage project inventory and release of equipmentEffectively manage CRM follow up tasksOccasionally travel for customer meetings and training in company owned vehiclesOther duties as may be assigned from time to timeIn addition to these requirements, we are looking for individuals who are team-oriented and who work and communicate effectively with others at all levels throughout the organization. Excellent customer service skills with the desire to provide world-class support are a must.Application and Evaluation ProcessComplete online application and questionnaireSubmit resume with cover letter via online applicationIf selectedComplete initial screening assessment online (30-35 minutes)Complete skills assessment online (35-40 minutes)Complete pre-interview assessment online (35-40 minutes)Phone interviewComplete attention to detail assessment online (10 minutes)In person interviewOn site MS Office assessmentBackground check, Motor Vehicle Records (MVR) check and drug testWe expect that the evaluation process may take up to 60 days.To be considered for this position, please submit resume with cover letter and complete the online application and questionnaire by clicking the “Apply” link below.You will receive a confirmation email within 2 hours of submission. If you do not receive a confirmation email please contact us at employment@norcomct.com.There is no closing date for this position at this time.Northeastern Communications, Inc. dba NorcomCT is an Equal Opportunity Employer

This position requires excellent interpersonal skills, attention to detail, technical aptitude and solid computer skills. Salary, daily responsibilities and the opportunity for advancement are based on the skills and experience that a candidate possesses., In addition to the general requirements listed below, the Service Dispatcher position requires experience with the use of two-way radio communications systems in the public safety/first responder environment and must have demonstrated technical aptitude and experience., * Interact and communicate with customers and co-workers in a clear and effective, professional manner

• Assess customer needs and requests and determine the level of response required
• Identify issues that require escalation and escalate them quickly and effectively as required
• Manage multiple priorities in a fast paced, sometimes stressful environment
• Effectively document information in a call tracking and Customer Relationship Management (CRM) system
• Understand technical concepts
• Be a self-starter and work effectively with minimal supervision
• Remain organized and productive with minimal supervision
• Be able to organize and present information in a cohesive manner

Requirements

• Must be extremely detail oriented
• Be on time for work and have consistent attendance
• Must have technical aptitude
• Must have experience with the use of two-way radio communications systems in the public safety/first responder environment
• Customer service/internal support experience is preferred
• Strong problem solving ability
• Ability to compose and properly format professional, grammatically correct emails, correspondences and letters
• Ability to read and understand basic technical documents
• Ability to pass company’s and customer’s background checks
• Ability to pass pre-employment physical and drug tests
• Must have Connecticut drivers license with good driving record
• Proficiency in the use of computers and standard office equipment
• Proficiency and experience in the use Microsoft Outlook (Email), Word, Excel, web browser and other standard Windows programs
• Ability to lift and carry 25 pounds of equipment

• Competitive salaries commensurate based on experience, training/education and certifications
• Medical and dental insurance
• Life and disability insurance
• 401k Employer match
• Paid personal time off (sick and vacation)
• Bonus and profit sharing programs

Our company provides a wide range of products and services and our customer support team is made up of a variety of positions and specialties. We are currently seeking applicants for Customer Support Coordinator - Service and Installation Dispatcher.

Northeastern Communications, Inc., a local leader in the wireless communications industry, is seeking outstanding individuals to join our customer support team

Northeastern Communications, Inc. is headquartered in Naugatuck, CT and operates a satellite service center in Stratford, CT. The company was founded in the late 1950s and has grown to employ forty-five team members at two locations with twelve-million dollars in sales annually. We specialize in the design, sale, implementation, and support of wireless communications and data systems for public safety, government and enterprise clients throughout Connecticut. We are proud to provide quality Motorola products and services and have been recognized as an outstanding Motorola sales and service partner on several occasions.