*Please be sure to apply for the position at the bottom of page*
Posted: 9.15.22
Time Frame: Immediate
Status: Full Time, Employee
Required Experience: 2+ Years
Reports To: Director of Operations
Position Title: Client Services Coordinator
Compensation: $30-40K +Bonus, +Training, +Paid Benefits (Medical, Dental, Vision, Life)
Position Summary:
This is a non-technical position. Primary responsibilities include coordinating the day-to-day logistical tasks of providing outsourced IT Support to local small businesses. Your goals would include ensuring that our clients infrastructure needs are met and their desire for attentive and friendly customer service is exceeded. This is accomplished by maintaining open communications with the technical support team, ensuring the appropriate engineer is assigned, the task is scheduled and verifying that we completed the task according to our standards.
Roles and Responsibilities
- Present service summary in morning huddle daily
- Answer incoming calls for IT Support with a friendly attitude
- Verify and clarify any vague support requests prior to assigning to an engineer
- Assign incoming email requests for support to engineers using our ticketing system
- Provide clear documentation of technical issues reported by clients
- Ensure proper response times by monitoring support request age and importance
- Complete guideline of questions and troubleshooting template to filter common issues
- Review customer survey responses and follow up on any problems that need attention
- Audit resolution notes provided by engineers to ensure clear, precise response
- Ensure accuracy of company and contact details for client contacts
- Balance support requests between engineers based on workload and priority
- Phone follow up with clients to ensure new setup or critical issue was handled properly
- Process daily maintenance reports such as system backup and security reports
- Order processing for client equipment purchases
- Process payment for basic office supply needs when necessary (Pens, paper, envelopes etc.)
- Shipping/Receiving- Track receipt of ordered equipment and dispatch to engineers for setup
- Inventory tracking- Keep accurate inventory records by updating any incoming/outgoing items
- Processing of RMA returns and order tracking
- Warranty processing for new equipment orders
- Ensure equipment delivery forms are filled out and signed by engineer and client
- Marketing Data Entry- Enter prospect data into CRM for sales follow-up
- Order gifts for new clients and annual client appreciation packages
- Contribute to documented office procedures
- Confirm sales appointments for President
- Recording of payments from clients
Not required, but preferred
- College level Associates or Bachelors degree
- Call center experience