Service Coordinator

About the role

Net Tel One is an IT services company, and our technicians are busy. We need the organized, steady person at the center of it all. You'll answer client calls and emails, schedule the team, and keep every ticket moving until the client is happy.

Think of it as an executive assistant to a team of technicians. You keep them on schedule and on task, and you keep clients informed & Happy. This is not a management role, but you'll need the confidence to hold people accountable, technicians included. You don't need a technical background. You do need to be comfortable with computers and willing to learn our systems.

What you'll do

• Answer calls and emails from clients, create service tickets and gather the details techs need
• Own the daily dispatch calendar and assign work based on priority and skill
• Follow up on open tickets so nothing stalls, and keep clients updated from start to finish
• Check that technicians' notes and time entries are complete and accurate
• Handle client concerns calmly and escalate when needed
• Run the weekly technician meeting and prepare simple weekly and monthly reports
• Support client onboarding, equipment shipments, renewals and billing questions

You'll be a great fit if you have

• 2+ years as an executive assistant, legal assistant, office administrator, customer service lead, or dispatcher/scheduler
• Excellent phone presence and clear, professional writing
• A real eye for detail, so nothing slips through the cracks
• Comfort juggling several calls, tickets and deadlines at once
• The confidence to follow up firmly and politely until things get done
• Basic computer skills (email, Microsoft Office, web-based software); ticketing or CRM experience is a plus

To apply, answer the short screening questions. We read every answer, so please take a few minutes on them.

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance

Application Question(s):

• Please begin your answer with the word "Dispatch." A client calls, frustrated that their issue from yesterday still isn't fixed, and the assigned technician isn't answering. In 3–5 sentences, what do you do in the next 30 minutes?
• Tell us about a time you had to get someone who didn't report to you to finish something they were putting off. What did you do, and what happened? (3–5 sentences)

Experience:

• administrative assistant, customer service or similar: 2 years (Preferred)

Location:

• Braintree, MA 02184 (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Braintree, MA 02184 (Required)

Work Location: In person