Client Services Coordinator

Job Description

Job Description

Job Summary

The Client Services Coordinator plays a critical role in ensuring a professional and consistent client experience by coordinating service delivery and maintaining the efficiency of our technical team. This position requires strong critical thinking skills, flexibility, and a commitment to teamwork to drive client satisfaction, department productivity, and overall company success. The Client Services Coordinator is responsible for managing service requests, scheduling resources, and maintaining service board standards to ensure that client expectations are met with clarity and professionalism.

A key focus of this role is ensuring service level objectives (SLOs) are consistently met by monitoring response times, tracking ticket progress, and proactively following up on unresolved issues. By maintaining clear communication with clients and internal teams, this role contributes to a seamless service experience and reinforces our commitment to delivering timely, high-quality support. The ideal candidate is detail-oriented, thrives in a fast-paced environment, and takes ownership of client interactions to drive continuous improvement in service delivery.

This is a hybrid position requiring two days of in office work per week.

Key Responsibilities

Champion the Client Experience

• Act as a trusted liaison between clients and our technical team, ensuring every interaction is professional, consistent, and solutions-focused.
• Quickly assess client needs, determine urgency, and prioritize service requests to provide the best possible experience.
• Proactively communicate next steps, set clear expectations, and provide timely updates to keep clients informed.
• Ensure service requests progress smoothly by identifying and resolving roadblocks, reinforcing our commitment to service excellence.

Optimize Scheduling and Resource Allocation

• Manage technician and engineer schedules to balance workload, maximize efficiency, and meet utilization goals.
• Oversee and maintain the on-call schedule, ensuring seamless coverage and prompt response times.
• Identify scheduling conflicts and adjust plans as needed to maintain smooth operations.
• Communicate daily open capacity with your manager to ensure efficient resource allocation and collaboration, preventing lost time and optimizing team productivity.

Collaborate to Drive Service Success

• Work closely with technical team members to ensure service requests are completed efficiently and meet service level objectives.
• Regularly review service boards, identifying areas that need attention and taking initiative to move tickets forward.
• Foster a culture of teamwork by sharing insights, coordinating efforts, and ensuring a seamless handoff between team members.
• Recognize when service requests extend beyond a client’s existing agreement and communicate billable opportunities to the assigned SBA.
• Communicate service options with transparency and professionalism, ensuring clients understand their choices.
• Verify that all necessary equipment has arrived before dispatching technical resources, preventing unnecessary delays.

Additional Responsibilities:

• Actively participate in team discussions, bringing ideas for improving processes, service efficiency, and client satisfaction.
• Participate in professional training sessions and share key learnings to foster individual and organizational improvement. 
• Perform additional duties as assigned to support company goals.

Qualifications & Skills

• Minimum 2 years of client service experience.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
• Exceptional organizational skills with a high attention to detail.
• Strong critical thinking abilities to navigate complex client issues.
• Flexibility to adapt to changing priorities and client needs.
• Excellent verbal and written communication skills, with the ability to adjust communication styles appropriately.
• Demonstrated ability to work both independently and collaboratively within a team.
• Motivated self-starter with a strong work ethic and a team-first attitude.
• Punctuality and dedication to work commitments.

Physical Requirements and Work Environment

• Sitting for extended periods while working at a computer.
• Occasional lifting and moving of IT equipment (e.g., laptops, desktops, peripherals, or small networking devices) weighing up to 25 lbs.
• Hybrid work model – combination of remote work and in-office presence.
• Office setting: Open-space office environment with shared workstations and collaborative areas.
• Remote work: Requires a reliable internet connection and a dedicated workspace, free of distractions, for focus and productivity.
• Collaboration: Regular virtual meetings, calls, and team interactions through digital communication tools.
• Pace of work: Fast-paced environment requiring multitasking, attention to detail, and adaptability.