Service Coordinator- Contract - 0033713

Canada

Worker Location**:** Remote

Description

The Service Coordinator is responsible for providing timely, customer-focused support to our internal and/or external customers. This role involves providing first call resolution on standard service issues and appropriately identifying the correct escalation team for non-standard or escalated situations. The ideal candidate will balance quality and service, operate within established SOPs, and enjoy working in a fast-paced service environment.

Making an Impact

• Handle all service calls, emails, and/or tickets in a prompt, professional manner.
• Provide exceptional customer service by listening effectively, displaying empathy, identifying the root cause of a situation, and taking appropriate resolution action to ensure customer satisfaction.
• Effectively follow documented best practices and SOPs to consistently resolve issues with high quality.
• Efficiently manage target workload (i.e., calls or tickets per day) while maintaining high quality levels.
• Identify chronic customer problems and share insights with leader
• Ensure timely completion of monthly assigned Quality Metrics (QMs) and bi-weekly call calibrations.
• Review, update, and maintain pertinent Standard Operating Procedures (SOPs) as needed.

Your Typical Day and Other Key Details

• 90%+ front line service delivery (i.e. calls, chats, portal, email resolution)
• Other: Ongoing training, projects as assigned by leader

Qualifications

Qualifications
Required

• 1-2 years in a fast-paced service or operations role
• High school diploma or equivalent
• Proven experience in a customer service or coordination role.
• Strong critical thinking, problem-solving skills and the ability to handle escalated issues effectively.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational and time-management skills.
• Ability to work remote as needed
• Ability to multi-task (navigate between various scenarios or tools)
• Basic Computer Skills (Microsoft Tools)
• Work shift schedule flexibility

Nice to Have

• Prior experience in ServiceNow or similar ticketing systems
• Previous experience within a staffing organization
• Strong typing skills

ManpowerGroup is proud to be an equal opportunity workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive equal consideration for employment without regard to race, religion, Indigenous status, age, gender, gender identity or expression, sexual orientation, the presence of any physical, sensory, or mental disabilities, protected veteran status or other legally protected status.

ManpowerGroup provides a working environment and culture that is free from barriers and seeks to correct conditions of disadvantage in employment for all, including the request for reasonable accommodation. Should you require reasonable accommodation during the interview process please contact talentacquisition@manpowergroup.com for assistance.

Travel**:** No

Organization**:** ManpowerGroup

Job**:** Contractor