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Customer Service Coordinator - MESA

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Customer Service Coordinator - MESA

Salary

$53,788.80 Annually

Location

Various MESA Locations, IN

Job Type

Full Time

Job Number

09171

Department

Metropolitan Emergency Services Agency

Opening Date

06/11/2025

Closing Date

6/18/2025 11:59 PM Eastern

+ Description

+ Benefits

Position Summary

The purpose and mission of the Metropolitan Emergency Services is responsible for providing answering and dispatching of emergency teams to the metropolitan areas of the City and County of Indianapolis. The agency is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County.

This position is responsible for assisting the Manager, Customer Service by maintaining contacts, providing customer service, assisting in training, and other project related activities for the agency. Incumbent in this position is the first point of contact for help with maintaining mobile radios, portable radios, and related mechanical equipment operation for public safety communications (PSC) and county wide public safety and service infrastructures. Incumbent in this position requires a high degree of independent judgment in making sound decisions as there are instances where policies, procedures, rules, and regulations do not exist for a situation that may be encountered. Incumbent will need the ability to recognize a need for intervention within their aspect of operation. Incumbent in this position must maintain a valid driver’s license at all times. Position reports to the Manager, Customer Service.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

Position Responsibilities

+ Responsible for assisting the Managers of the Service and Customer Service areas with the development of policies and procedures

+ Responsible for training new system technicians within the timeframe and parameters set within the PSC System Technician Manual

+ Assists the radio team in management of radio template development and modifications and receives and inventories both radios submitted for repair and radios designated as replacements

+ Coordinates with external customers and technical support providers to ensure optimum timeframes for the appropriate completion of trouble tickets and work orders

+ Develops record keeping procedures and manages agency records in accordance with applicable regulations, policies, and standards

+ Quantifies weekly logs and customer service initiative milestones to determine benchmarks and progress

+ Maintains logistical control of the radio system diagnostic tools and alignment reports and the monthly notifications to affected customers

+ Creates reports of misaligned radios, associates radio information with customer name, notifies customer of needed repair, aligns radio, and keeps record of aligned radios

+ Troubleshoots hardware and software related issues for technology equipment issued to PSC team- members by recommending actions or providing temporary loaner equipment and/or escalates issues to the appropriate service provider or PSC team-member

+ Monitors the radio and microwave alarm system and determines the proper course of action as needed

+ Coordinates vendor provided service repairs; to maintain inventory and security of spare radios and peripheral equipment and ensure the proper and timely maintenance of all mobile and portable radio equipment county-wide including Public Safety, Public Service, and Utility companies

+ Maintains and modifies the Radio Network Management (RNM) software suite containing the data for all field radios, including the radio serial number, radio ID, the features enabled on each radio and the talk group configuration for the system

+ Maintains logistical control of special event radios and accessories requested by any Public Safety or Public Service agency county-wide

+ Responsible for ensuring staffing of help desk operations and fulfills duties and responsibilities as required of a Tier 2 Service technician

+ Must maintain confidentiality at all times

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time

Qualifications

Associates Degree in Computer Science, Information Technology, or a related field with two (2) years of work experience in general computer installation, maintenance, and repair experience, or, five (5) years’ experience with computer operations, maintenance, and repair experience, help desk support or personal computers including software installation and troubleshooting. Ability to define complex problems, analyze and recommend actions and demonstrate creative ability when presented with unformatted projects or ideas. Must be customer service focused and driven with the ability to problem solve, negotiate, prioritize, and organize.Must be able to communicate effectively in writing or orally. Must be able to collaborate with a diverse customer base with excellent customer service skills. Knowledge of spreadsheets, databases, and other software is required. Ability to develop and lead presentations. Must possess the ability to help with staff development and training.

Preferred Job Requirements and Qualifications

Bachelor’s Degree in Computer Science, Information Technology, or a related field with one (1) year of work experience in general computer installation, maintenance, and repair experience and experience with computer operations, maintenance, and repair experience, help desk support or personal computers including software installation and troubleshooting. Ability to define complex problems, analyze and recommend actions and demonstrate creative ability when presented with unformatted projects or ideas. Must be customer service focused and driven with the ability to problem solve, negotiate, prioritize, and organize. Must be able to communicate effectively in writing or orally. Must be able to collaborate with a diverse customer base with excellent customer service skills. Knowledge of spreadsheets, databases, and other software is required. Ability to develop and lead presentations. Must possess the ability to help with staff development and training.