Client Services Coordinator

Job Summary:
We are seeking a highly organized and detail-oriented Client Services Coordinator to join our team. As a Client Services Coordinator, you will be responsible for providing exceptional support to our clients and ensuring their satisfaction with our products and services. This role requires strong analytical skills, excellent communication abilities, and a passion for delivering outstanding customer service.

Provide assistance and support for all aspects of customer managed services business. Work with the leadership team to assist in the coordination and communication with all customers from initial requests to project completion to ensure continued success and growth of the managed services business unit.

This position will be responsible for providing support to Director of IT services and other departments to ensure project delivery and customer communication and provide day-to-day support for ongoing operations and duties will include but not be limited to the following:

Responsibilities:
- Serve as the primary point of contact for clients, addressing their inquiries and providing timely and accurate information
- Analyze client needs and develop tailored solutions to meet their requirements
- Coordinate with internal teams to ensure the successful implementation of client projects
- Collaborate with cross-functional teams to improve processes and enhance the client experience
- Provide ongoing support to clients, addressing any issues or concerns that may arise
- Assist with project management tasks, ensuring deliverables are completed on time and within budget

- Answering incoming calls, creating tickets and responding to email support.

- Provide assistance for the ongoing development of the managed services delivery capabilities and support infrastructure while serving as an escalation point for technical issues and ensuring the highest level of customer service

- Prepare daily management reports to include but are not limited to project status, ticket management and productivity analysis.

- Assist in the Management of Ticket response time with customers.

- Work directly with IT director and Billing to ensure all Tickets are closed out when completed to ensure accurate response time reporting and billing.

- Ensure all team members are entering their time in and out daily to ensure accurate block hour tracking, billing and productivity.

- Work with technical team and purchasing to manage all tickets and orders for clients

- Work with purchasing to ensure products are ordered and on time for scheduled work.- -- Work to develop by utilizing Autotask operating system to prepare monthly reports on managed services to all customers.

- Work with IT director to routinely review managed services contracts to provide customers with the most advanced and secure Networks.

- Work with IT director to provide assistance to ensure proper resource planning, scheduling, and staff development.

- Assist the managed services team with maintaining customer relationships and improving response and delivery times to exceed customer expectations.

- Assist management in setting clear priorities, objectives, and expectations with our customers to ensure high-quality customer service and timely completion of tickets. Manage the workflow and task prioritization for team members.

- Assist in escalated technical issues; step in and assist with troubleshooting technical escalations when needed. Such as helping customers trouble shoot internet issues.

- Create and present regular monthly reports to the company leadership team. Ensure processes and procedures are in place to ensure daily priorities are met.

Skills:
- Basic understanding of technology is helpful but not required
- Ability to analyze client needs and develop customized solutions
- Proficient in project management
- Excellent communication skills
- Proficient in using computers, tracking systems to assist with management needs
- Strong organizational skills with the ability to prioritize tasks effectively

This is an excellent opportunity for a motivated individual who thrives in a fast-paced environment. We offer competitive compensation and benefits packages, including opportunities for career advancement.

Full-Benefit Package

Hourly rate based on experience

Job Type: Full-time

Pay: $19.87 - $23.93 per hour

Expected hours: 40 per week

Benefits:

• 401(k) 3% Match
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 1 year (Required)

Ability to Commute:

• Marquette, MI 49855 (Preferred)

Ability to Relocate:

• Marquette, MI 49855: Relocate before starting work (Required)

Work Location: In person