Job Description

About

Corporate Networks

:

A Fort McMurray, Alberta based company that provides end-to-end information technology solutions to K-12, SMB and the enterprise sector. Since 1985, we have built our company on the culture and its core values with the purpose of adding value to lives of our staff and clients. We believe in building true partnerships with our clients, grounded in trust, value, and a deep understanding of their business needs. Through our Stratos Managed Services and Surric Cloud platforms, we deliver dependable, purpose-driven technology solutions that support long-term growth and success.

General Description & Primary Role

As the Service Coordinator for Corporate Networks, you will be responsible for ensuring efficient utilization of technical resources for service delivery and customer satisfaction. This role demands the ability to juggle competing priorities while collaborating closely with the technical team to drive operational efficiencies, uphold service quality, and maximize agreement profitability. In addition to planning and coordinating daily workloads, monitoring progress, and performing quality assurance, you will serve as the face of the company and the main point of contact for clients, maintaining a strong focus on both client experience and organizational objectives.

Responsibilities by Function

Service Delivery / Coordination

ensure accuracy in client information, request, priority and agreement allocation Scheduling technical workload daily to the appropriate technician based on priority and skill set needed Proactively manage project workloads and timelines to ensure deadlines are met. Forecasting project workload and planning Monitoring schedules and workload for efficiency, escalations and priorities Escalating issues to the Service Manager as needed

Customer Service

Provide exceptional customer service with a focus on client experience Maintain communication with clients to provide them with updates and changes Handling client concerns or escalating to service manager if needed

Quality Assurance

Completing QA review of all tickets and projects daily for billing and efficiency Ensuring daily routines are completed by all Ensuring documentation and standard are kept up to date and followed by all Reviewing time sheets for issues and concerns Client agreement review monthly

Qualifications:

Personal:

Alignment with Company Culture and Core Values Highly self-motivated and skilled at motivating others Demonstrates ownership and strong self-accountability Structured, organized, and detail-oriented Strong decision-making abilities and creative problem-solving skills Maintains a proactive, results-driven attitude Strong interpersonal and communication skills Confident in addressing and resolving challenging situations and conflicts Ability to work within a team environment Enthusiastic about delivering outstanding customer service Presents self in a highly professional, competent manner Able to remain calm under pressure, multitask effectively, and prioritize tasks efficiently

Technical:

Experience with Microsoft Office products (Word, Excel, Outlook) Experience with a scheduling ERP software system Reporting and Analysis of standard scheduling and utilization metrics Basic knowledge of computer hardware and networks

Education and Experience Requirements:

College Diploma in a related discipline 3-5 years in a scheduling / dispatch role an asset Experience in an IT services industry an asset Valid Alberta Driver's License

Compensation and Benefits:

Competitive salary based on experience and qualifications Health, vision, and dental benefits included. * Performance based incentives.