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Customer Service Coordinator 1

Full-time Employee



Job Description

ACI, a QualTek company, provides a wide range of cable and internet fulfillment services to telecom providers, including installation maintenance, projects, and upgrades.

ACI offers medical, dental, vision and medical/dependent care flexible spending accounts. We also offer additional benefits including life and disability insurance, a 401k, paid vacation & sick time.

Job Description and Responsibilities:

Job Summary: This position is responsible to fulfill service requests in a timely manner and dispatch appropriately. Additionally, the Customer Service Coordinator is the primary point of contact for the customer and end user and must ensure compliance with all service level agreements.

Primary Responsibilities:

Input, review, and evaluate all trouble and maintenance tickets

Review all accounts to verify each has been closed out correctly

Responsible for the timely assistance of customers over multiple lines of business via the appropriate internal systems/process

Provide real time customer contact when inquiries are received

Field incoming inquiries from the local office and respond in a timely manner

Update all field supervisors and managers of any high priority service related issues or escalations requiring immediate attention

Help drive resolution of difficult customer situations

Recommend process improvement solutions to the Director of Customer Service to better meet established standards as well as communicate best practices to the Customer Service Team

Responsible for the data integrity of the system by maintaining an accurate work log for all system issued tickets

Ensure appointments times are met and real-time updates are provided

Other duties as assigned

Requirements :


High school diploma or general education degree (GED)


(3) to (6) months experience working in an inbound/outbound call center environment

Technical Skills:

Microsoft Office proficiency (Outlook, Excel, Word, PowerPoint)

Heavy data base entry and word processing skills

Ability to utilize internal order processing system and workforce management system

Soft Skills:

Ability to multi-task and work in a fast paced environment

Excellent data entry and scheduling skills

Must possess strong verbal and written communication skills

Highly organized and detail orientated

Skill in prioritizing, monitoring, and reviewing work assignments

Physical Requirements:

Must be able to pass pre-employment screening that includes background and drug testing

Ability to operate on a (7) day per week schedule; weekend shifts may be required and shifts may vary from week to week

Sitting at a desk for 8-10 hours a day

Working on a computer for 8-10 hours a day



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