Work Schedule:
Location: Work from Home , Any
Position Title: Request Coordinator
The Request Coordinator role is a critical role as accurate and efficient request routing/scheduling is critical to and at the heart of our overall operations.
The Request Coordinator acts as the primary point of contact (front of house/gatekeeper) for client and team requests/questions. The Request Coordinator is responsible for reviewing incoming client requests and routing them to the appropriate teams/queues using the team’s set processes and within set contracted SLAs. The Request Coordinator will have to liaise with both client and internal teams to qualify requests, understand team capacity/availability in order to route requests accurately and appropriately. This will involve a large amount of coordination and communication in order to ensure a flawless customer experience.
In addition to request qualification and routing, the Request Coordinator will be responsible for and involved in a number of day to day coordination activities such as; reporting, data sanity checks, process updated and development and more (outlined in the responsibilities’ section).
About the ideal candidate:
- Professional demeanor, excellent people skills and able to stay calm under pressure.
- Organized, detail oriented and a confident problem solver.
- Able to multitask and to prioritize tasks effectively.
- Self-starter and able to use initiative to solve issues.
- Enjoys working with people and able to develop good/healthy working relationships.
- Flexible and willing to learn and grow in the role.
Responsibilities:
- Act as the first point of contact for client requests.
- Review and assign incoming work requests on time within Service Level Agreement (SLA).
- Coordinate with team members and team Service Leads to understand capacity and where work is needed.
- Work with team Service Leads to help clarify request scope of work to enable effective/efficient routing.
- Review and update clients’ billing details via Workfront reports to maintain data accuracy.
- Work closely with team Service Leads and Account Managers to monitor client allocation usage and balance.
- Communicate regularly with Client Engagement Leads and Project Managers about data accuracy.
- Create, update and maintain team process documents in Employee Communities platform.
- Monitor and audit team timesheets to ensure time is entered correctly/accurately.
- Monitor and audit team PTO requests and PTO balance report.
- Host weekly RC meeting; create weekly meeting agenda and present updates to other request coordinators.
- Continuous review of team processes to identify gaps or improvement possibilities (continuous improvement).
Required skills:
- Creative agency experience preferred.
- Knowledge of Workfront or a similar CMS application preferred.
- Knowledge of Outlook, Microsoft Office (Excel, PowerPoint, Word, etc.) is essential.
- Excellent communication skills (written and verbal).
- Strong presentation skills – Virtual Presentations.
- Experience developing/documenting processes and keeping them up to date.
- Ability to create and present team trainings.
- Ability to manage multiple tasks simultaneously andin a fast-paced environment.
- High attention to detail, efficient time-management and strong organizational skills.
- A strong sense of teamwork and the ability to build good relationships with a global team.
- Strong customer service skills.
Required qualifications:
- BA/BS degree or equivalentcombination of education and relevant work experience may be substituted.
- A minimum of 2 years of experience with project coordination, customer service and/or team leadership is a must.
- Experience with scheduling/capacity planning.
- Experience with creating process documents and presenting team training sessions.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Apply here!