Network Center Communications, Inc

Project and Scheduling Coordinator

LocationWest Fargo, ND
Job TypeFull-time
Salary$50,000-$60,000

About This Job

The Project and Scheduling Coordinator is an in-office position that is responsible and accountable for the coordination and completion of projects on time, within (time) budget and within scope. They will ensure full and accurate visibility of project statuses is provided to client and NCT stakeholders. This role is responsible for effectively prioritizing and managing project resources across multiple projects regarding project priority and established project schedules. Another primary responsibility is to coordinate the technicians within the entire help desk. This includes the assignment and escalation of support tickets, updating the ticket’s status, following up with clients, other staff members and vendors as necessary.


Project Management:

Convert signed quotes into projects in ConnectWise PSA
Act as the primary point of contact for the customer, sales account manager and technical team throughout the project
Organize and manage all phases of the project to ensure on-time completion within budget and scope
Coordinate delivery and implementation of projects that meet quality assurance standards.
Identify and schedule resources to complete the project work
Understand overall project objectives, as well as the role and function of each project team member.
Ensure the project objectives and requirements are clear and agreed upon by all team members.
Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
Develop project plans, goals, and budgets while identifying resources needed, developing schedules, and measuring results in ConnectWise.
Drive problem investigation and resolution as required.
Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
Maintain specific knowledge of the customer and how our services and products relate to their business strategy and goals.
Participate in project meetings weekly
Update customer files as information is received from installation.
Communicate PROJECT STATUS to customers by keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
Responsible for entering project expenses in ConnectWise as they occur.
Oversee the project closure processes including product reconciliation and prepare for invoicing


Service Dispatch:

Act as the single point of contact to the customer for all types of service requests.
Take incoming customer calls through the phone queue.
Create service ticket for all calls and assign tickets to technicians based on skill and availability
Schedule and coordinate all service requests as calls are received
Monitor the service boards and email for service requests, triage and assign to technician
Pre-process service requests as they arrive through email, manual entry, or direct customer input.
Monitor resource schedules to ensure prompt time entry on service requests.
Escalate service desk issues as required.
Communicate ESCALATED ISSUES to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
Communicate SERVICE TICKET STATUS with customers as required: keeping them informed of progress, notifying them of impending changes, and agreed outages.
Schedule internal and field resources on the ConnectWise dispatch portal.
Schedule onsite work as needed
Maintain tech schedules through the dispatch portal
Reschedule any incomplete work from previous day
Follow up on all pending and recommended work with customer
Follow up on on-call service requests from previous night
Review closed service tickets and prepare for invoicing.


Required Qualifications

BA/BS, preferably in computer science or a related field.
2+ years’ experience in scheduling or coordinating.
2+ years’ experience in customer servicesupport
Highly organized and detail-oriented individual with outstanding communication skills; both verbal and written
Excellent customer service skills
Experience working with ConnectWise or similar CRM
Highly adaptable


Benefits:

Competitive salary based on experience and qualifications.
Health, vision, and dental benefits included.
Performance based incentives.
Full on the job training & support.
Fun working environment and culture.
Great opportunity for advancement.


Job Type: Full-time


Pay: $50,000.00 - $60,000.00 per year


Benefits:

401(k)
Dental insurance
Employee discount
Health insurance
Life insurance
Paid time off
Vision insurance


Schedule:


Monday to Friday


Ability to Commute:

West Fargo, ND 58078 (Required)


Ability to Relocate:

West Fargo, ND 58078: Relocate before starting work (Required)


Work Location: In person

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