Network Center Communications, Inc

Project and Scheduling Coordinator

West Fargo, ND

Full-time

$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:

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Convert signed quotes into projects in ConnectWise PSA

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Act as the primary point of contact for the customer, sales account manager and technical team throughout the project

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Organize and manage all phases of the project to ensure on-time completion within budget and scope

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Coordinate delivery and implementation of projects that meet quality assurance standards.

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Identify and schedule resources to complete the project work

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Understand overall project objectives, as well as the role and function of each project team member.

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Ensure the project objectives and requirements are clear and agreed upon by all team members.

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Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.

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Develop project plans, goals, and budgets while identifying resources needed, developing schedules, and measuring results in ConnectWise.

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Drive problem investigation and resolution as required.

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Ensure that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.

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Maintain specific knowledge of the customer and how our services and products relate to their business strategy and goals.

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Participate in project meetings weekly

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Update customer files as information is received from installation.

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Communicate PROJECT STATUS to customers by keeping them informed of progress, notifying them of impending changes, agreed outages, etc.

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Responsible for entering project expenses in ConnectWise as they occur.

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Oversee the project closure processes including product reconciliation and prepare for invoicing

Service Dispatch:

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Act as the single point of contact to the customer for all types of service requests.

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Take incoming customer calls through the phone queue.

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Create service ticket for all calls and assign tickets to technicians based on skill and availability

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Schedule and coordinate all service requests as calls are received

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Monitor the service boards and email for service requests, triage and assign to technician

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Pre-process service requests as they arrive through email, manual entry, or direct customer input.

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Monitor resource schedules to ensure prompt time entry on service requests.

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Escalate service desk issues as required.

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Communicate ESCALATED ISSUES to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.

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Communicate SERVICE TICKET STATUS with customers as required: keeping them informed of progress, notifying them of impending changes, and agreed outages.

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Schedule internal and field resources on the ConnectWise dispatch portal.

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Schedule onsite work as needed

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Maintain tech schedules through the dispatch portal

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Reschedule any incomplete work from previous day

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Follow up on all pending and recommended work with customer

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Follow up on on-call service requests from previous night

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Review closed service tickets and prepare for invoicing.

Required Qualifications

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BA/BS, preferably in computer science or a related field.

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2+ years’ experience in scheduling or coordinating.

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2+ years’ experience in customer servicesupport

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Highly organized and detail-oriented individual with outstanding communication skills; both verbal and written

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Excellent customer service skills

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Experience working with ConnectWise or similar CRM

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Highly adaptable

Benefits:

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Competitive salary based on experience and qualifications.

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Health, vision, and dental benefits included.

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Performance based incentives.

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Full on the job training & support.

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Fun working environment and culture.

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Great opportunity for advancement.

Job Type: Full-time

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

Benefits:

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401(k)

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Dental insurance

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Employee discount

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Health insurance

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Life insurance

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Paid time off

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Vision insurance

Schedule:

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Monday to Friday

Ability to Commute:

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West Fargo, ND 58078 (Required)

Ability to Relocate:

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

Work Location: In person

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Project and Scheduling Coordinator

About This Job

Project Management:

Service Dispatch:

Required Qualifications

Benefits:

Job Type: Full-time

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

Benefits:

Schedule:

•Monday to Friday

Ability to Commute:

Ability to Relocate:

Work Location: In person

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