Service Coordinator
Location: Rockford, IL
Company: Gemini Computer Systems, Inc.
Job Type: Full-time
About Us
Gemini Computer Systems, Inc. provides professional IT services to businesses throughout the Rockford area. We are a growth-focused company built on strong client relationships, practical technology solutions, and responsive support.
Position Summary
We’re seeking a Service Coordinator to support daily operations by managing incoming calls, coordinating service requests, and helping ensure client issues are handled efficiently.
This role serves as a key point of contact for clients and plays an important part in keeping service delivery organized and responsive. You’ll work closely with both clients and technical staff to ensure requests are properly tracked, communicated, and completed.
This position is ideal for someone who is organized, detail-oriented, and comfortable communicating with clients in a professional and friendly manner.
Responsibilities
- Answer and manage incoming phone calls from clients in a professional and courteous manner
- Create and update service tickets in Autotask based on client requests
- Monitor open tickets and follow up to ensure issues are progressing and not falling through the cracks
- Communicate with clients regarding ticket status, scheduling, and updates
- Coordinate with technical staff to ensure timely handling of service requests
- Provide friendly follow-up with clients regarding outstanding invoices and billing reminders
- Assist with general administrative and coordination tasks as needed
- Maintain accurate and organized records within internal systems
Qualifications
- Strong communication and customer service skills
- Highly organized with strong attention to detail
- Ability to manage multiple tasks and priorities throughout the day
- Comfortable speaking with clients over the phone
- Basic computer proficiency and ability to learn new systems (experience with Autotask or similar tools is a plus)
- Reliable, professional, and able to work both independently and as part of a team
- Prior administrative, customer service, or office experience is a plus
What Success Looks Like
- Calls are handled professionally and efficiently
- Service tickets are accurate, complete, and properly tracked
- Open tickets are actively monitored and followed up on
- Clients feel informed and supported throughout the service process
- Internal team communication is clear and organized
Starting Compensation
$18 – $21 per hour, based on experience
Pay: $18.00 - $21.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person