Conference Coordinator York Telecom
Location : Eatontown NJ US 07724
Job Type : Full Time
Shift/Hours : Rotating
Career Level : Entry Level
Education : High School or equivalent
Skill : Customer Service -> Frontline Support, Call Center
Administrative Support -> Heavy Phones, Microsoft Excel
Category : AV Technology
Job Description :
At Yorktel we don?t make video, we make video work. We design, integrate and manage world-class video solutions that enable visual communications ? anytime, anywhere, anyway. From video conferencing to streaming video, media services to digital signage, Yorktel makes video work ? for you. Our philosophy is clear: Simplify. Innovate. Connect.
We are currently seeking Conference Coordinators to be responsible for providing excellent customer service to Yorktel Managed Services clients. Effectively and accurately schedule conferences to ensure client expectations are achieved. The Conference Coordinator is the first line customer service representative for all Helpdesk enquiries regarding the setup of a videoconference. Please note: The service is 24 hours a day, 365 days a year. The position may require support during time outside of the core hours specified.
This position reports directly to the Conference Coordination Manager. The Conference Coordination Manager will provide direction and support to the Conference Coordinator in regard to the day to day function of the position.
Depth of Knowledge
Appropriate audiovisual knowledge including, but not limited to various audiovisual software and hardware associated with video conferencing. Ability to communicate effectively with clients of various knowledge levels
Authority and Decision Making Capabilities:
This position will work with the Conference Coordination Manager to prioritize work load and delegate the appropriate work to meet the needs of the client. The position will escalate client issue to ensure appropriate resolution within the Yorktel guidelines of established policies and procedures.
Internal and External Relationships
This position regularly communicates to internal and external customers to achieve a mutually desirable outcome This position handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.
Key Technical Responsibilities:
Basic technical knowledge of Polycom Systems, Tandberg/Cisco Systems, Creston, and other audio and video technologies. (preferred)
Job Requirements :
Skills and Additional Responsibilities:
Professionally answer telephone support calls for all global clients
Schedule all Video Conferences for Managed Services clients
Ensure successful customer interaction and conflict resolution for both internal and external customers
Train customers on process and procedures for scheduling video calls and overview of how Managed Services works
Ensuring high quality customer service at all levels.
Prompt turnaround of video conference confirmations, to meet or exceed Service Level Agreements
Provide concierge support for all global clients
Real-time scheduling troubleshooting or trouble isolation with customers via telephone, IM, email. Updating Room Profiles as needed to maintain accurate information
Monitor and action reservation requests and new account requests received in Managed Services in timely and professional manner
Knowledge of York Telecom Service Desk processes and procedures
Perform data entry of conference information in a timely and professional manner
Other duties as assigned
Use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Valid U.S. driver?s license
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations.
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.
It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Offer Relocation : No
||81 Corbett Way |
Eatontown, NJ 07724