Client Service Coordinator

The Ideal Candidate:

The ideal candidate is an organized, confident individual who understands that every role is a vital factor in the overall efficiency of the team. This person should pride themselves on providing excellent customer service and be able to courteously handle the stress of client-down situations. The candidate should be able to work autonomously and collaborate with the Client Service Dispatcher to drive the progress of tickets forward. The ability to lean into confrontation in a professional manner while having a positive attitude is a must as the Coordinator will be engaging with clients experiencing stressful technical situations.

Job Brief:

Reporting to the Client Services Team Manager, the Client Service Coordinator is responsible for the creation, triaging, and communication of IT Helpdesk tickets. Since most of our clients rely on IT Solutions as their sole technology resource, this position is key in providing excellent customer service to our clients and ensuring that their needs are met in a timely manner. This is a crucial role in which the employee determines what ticket(s) will be done next via accurate triage. The Client Services Coordinator is responsible following up with Clients via phone or email to assure the Client that their ticket has been received and will be taken care of by our Helpdesk. As the employee spearheading communication, this person will be responsible for answering phone calls that cannot be answered by the Level-1 Helpdesk Team and any escalations from the helpdesk to the Client Service Team.

Preferred Experience:

• 2+ years in customer service, dispatching and/or coordinating.
• 2+ years in a call-center-like environment
• High School Diploma or equivalent.
• Proficient in use of Microsoft Office

Soft Skills:

• Excellent written/verbal communication skills
• Professionalism
• Courteous, welcoming phone presence
• Active Listening
• Critical Thinking
• Organization
• Time Management
• Adaptability

ITS offers a full benefits package, including:

• Medical, prescription and vision, with premium for individual employee paid entirely by the company.
• Dental
• Paid Holidays and vacation
• 401K/401K Roth with matching
• Employee Stock Ownership Program
• Company paid life insurance, long term and short-term disability insurance
• AFLAC
• FSA for medical and dependent care
• Wellness Program including gym membership discount
• Company paid training, materials and exams
• Performance based bonuses
• Travel reimbursement

IT Solutions Consulting is an employee-owned Managed Services and Application Development company with over 25 years of experience. We provide reliable and secure IT support and strategic technology guidance to a diverse clientele. As an open-book management company that promotes transparency and teamwork at all levels, our employees know the details of how our business runs and work closely together to make client success our success. As employee-owners, our staff are empowered to make a difference in how our business is run and reap ongoing financial and professional rewards for their dedication and commitment to our clients and our company.

Recommended Skills

• Active Listening
• Adaptability
• Call Centers
• Communication
• Confident And Emotionally Stable
• Coordinating