Client Services Coordinator

Job Description

Job Description

Description:

The Client Services Coordinator is a critical component of the ACCi service offering. This role is responsible for client focus externally and internally to assure we provide an exceptional experience in all instances. This includes client communications via oral and written, assisting the Service team members with client offerings, and coordinating client requests. Client focus and detail oriented are the key aspects of this role.

• Provide front-level, client communications in all aspects to ensure we have the right information to provide the right level of service
• Assist team members with client service delivery
• Monitor and control all service boards for clients and team members
• Answer incoming phone calls with a pleasant greeting and a true desire to serve
• Create and work service tickets in ConnectWise/PSA, tracking all status updates
• Gather key information from clients, following troubleshooting best practices, to determine the root cause of the issue
• Communication with clients on status updates and scheduling
• Monitor all service boards assuring team is on track
• Review the status of all tickets throughout the day and follow-up with clients and team members to ensure progress is being made and communicated
• Onsite visits to clients for service experience
• Assist L2/L3 Engineers with information gathering, analysis, and various project tasks
• Assist with preparation of client equipment for onsite delivery & configuration
• Should possess or working towards industry certifications
• Complete assigned training and blueprints on ConnectWise University
• Complete training assignments on selected tools and technologies
• Strong customer service skills
• Basic computer and operating system knowledge
• Basic understanding of business applications, printing systems, and network systems
• Client focus to achieve goals
• The ability to complete an assigned task in a safe manner and in a constant state of alertness
• The ability to get along with co-workers, customers and other employees
• Upholds company policies, including the prevention of harassment
• Maintain current certifications and achieve new certifications as requested
• Interpersonal skills: telephony skills, communication skills, active listening, and client care
• Excellent verbal communications – listens & repeats back for clarification
• Communicates in an understanding & clear manner, adapts tone & style to the individual
• Ability to interact with business decision makers and to ease any client concerns
• Ability to work independently on projects and as part of a team with effective internal communications
• Self-motivated with the ability to work in a fast-moving environment
• Understanding of support tools, techniques, and how technology is used to provide IT services