Remote opportunity at
New Era TechnologyService Coordinator
New Era Technology has a global team of over 3,000 people and describes its purpose as linking people, places and data through end-to-end technology. It presents…
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About This Role
New Era Technology has a global team of over 3,000 people and describes its purpose as linking people, places and data through end-to-end technology. It presents itself as a people-first, collaborative workplace that offers ongoing training and competitive benefits. This is a remote, full-time Service Coordinator position in the United States. The Service Coordinator takes incoming service and installation requests from customers and operations, during business hours and after hours.…
Job Description
New Era Technology has a global team of over 3,000 people and describes its purpose as linking people, places and data through end-to-end technology. It presents itself as a people-first, collaborative workplace that offers ongoing training and competitive benefits. This is a remote, full-time Service Coordinator position in the United States.
The Service Coordinator takes incoming service and installation requests from customers and operations, during business hours and after hours. The job is to schedule work orders by priority and resource availability, confirm each one has the information it needs, and track progress from dispatch through close-out. The role works in a fast-paced, high-volume setting and follows project management office standards.
Day-to-day duties include logging progress notes, arrival and departure times and installation issues in ticketing software, escalating schedule changes, checking that technicians arrive on time, and confirming assignments with technicians and sites before install dates. Performance is measured against service level agreements and key performance indicators, with a goal of improving customer satisfaction and NPS scores. The role includes attending weekly operations meetings.
The position generally follows normal business hours, Monday to Friday, 9am to 6pm for Eastern and Central time zones and 8am to 5pm for Mountain and Pacific time zones, with occasional work outside those hours. The posting lists a pay range of $24 to $25 USD. Visa sponsorship is not offered, so candidates must already be authorized to work in the United States.
Responsibilities
- Receive customer work requests and schedule work orders in company toolsets, prioritized by urgency and resource availability
- Review each work order to confirm the necessary information is in place before work begins
- Track each work order through dispatch, onsite verification, status updates and close-out, logging progress notes and times in ticketing software
- Escalate schedule deviations to the relevant customer, resource or project team
- Confirm with technicians and sites before install dates that they know their assignments
- Send customers status updates and confirmation when work is complete
- Record and report resource performance issues to the appropriate team
- Help meet SLAs and KPIs and check work orders for accuracy and policy compliance
- Attend and contribute to the weekly operations meeting
Requirements
- High school diploma or equivalent
- At least one year of previous customer service experience
- Authorization to work in the United States without sponsorship, now or in the future
- Customer-focused approach that builds collaborative relationships with internal and external customers
- Clear verbal and written communication, including professional responses to managers, employees and customers
- Ability to read, understand and interpret job-related English documents, policies and instructions
- Ability to work independently on tasks and also contribute to team goals
- Ability to adapt to shifting priorities and handle unexpected changes while keeping quality high
- Working knowledge of Outlook, Excel, Access and Word
Qualifications
- One year or more of related industry experience
- Familiarity with Alert and ConnectWise
- Proactive problem-solving that anticipates customer challenges before they escalate
Core Skills
Benefits
- Full medical, dental and vision coverage
- 401(k) match
- Seven company holidays
- Generous paid time off
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes, the posting lists the work environment as remote, based in the United States.
Does the company offer visa sponsorship?
No. The posting states that visa sponsorship is not offered, so candidates must be authorized to work in the US now and in the future without sponsorship.
What is the pay?
The posting lists a pay range of $24 to $25 USD. It does not specify whether this is hourly or annual.
What experience is needed?
A high school diploma or equivalent and at least one year of previous customer service experience are required. One year or more of related industry experience is preferred.
What are the working hours?
Hours generally fall within normal business hours, 9am to 6pm Monday to Friday for Eastern and Central time zones, or 8am to 5pm for Mountain and Pacific time zones, with occasional work outside those hours.
Sample Interview Questions
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