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Client Services Coordinator

ACCi -
Birmingham, AL

Quick Apply

Job Details

Qualifications

ConnectWise
Computer operation
On-site technical support
Operating systems
Phone communication
Service scheduling
Equipment installation
Equipment troubleshooting
Managing clients in a customer support role
Customer support ticket management
Computer skills
Telephone systems
Root cause analysis
Office phone management
Progress tracking (project management tasks)
Ticketing system technical support

Full 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.

Requirements:

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

Quick Apply

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