About Us
We are a growing Managed Services Provider (MSP) that delivers technology support, cybersecurity, cloud services, and strategic IT guidance to businesses. Our clients rely on us when technology issues impact their operations, so every interaction matters.
We believe a caring human being should answer the phone whenever possible. We are seeking a professional, intelligent, and customer-focused Client Services Coordinator who will serve as the first impression of our company.
Position Overview
This is much more than a traditional receptionist role.
You will be the "air traffic controller" for our incoming communications, professionally greeting callers, understanding their needs, assessing urgency, and ensuring they are connected with the right person or department.
The ideal candidate is warm, articulate, highly organized, emotionally intelligent, and able to make sound judgments while maintaining exceptional professionalism.
Our clients should feel that they are speaking with someone who genuinely cares about helping them. We want callers to hear the smile in your voice.
Key Responsibilities:
1. Create Positive Client Experience and Communication
- Answer incoming calls promptly and professionally.
- Create a positive and welcoming experience for every caller.
- Gather information to understand the reason for the call.
- Determine the nature and urgency of requests.
- Route calls to the appropriate team member, department, or escalation path.
- Ensure urgent client issues receive immediate attention.
- Take accurate messages and follow through when required.
- Demonstrate empathy and professionalism during stressful situations.
- Communicate calmly with clients experiencing technical difficulties, ensure callers feel heard, respected, and cared for.
- Represent the company's culture and values in every interaction
2. Call Screening
i. Existing clients
ii. Prospective clients
iii. Vendors
iv. Marketing and sales callers
v. Strategic partners
vi. Personal callers
- Politely manage unsolicited sales and marketing calls.
- Protect staff productivity by directing calls appropriately.
3. Administrative Support
- Maintain call logs and notes in company systems.
- Assist with scheduling meetings and appointments.
- Support ticket creation and routing when appropriate.
- Monitor shared email inboxes and incoming requests.
- Follow established communication and escalation procedures.
- Follow up when necessary to ensure issue is resolved.
Required Qualifications
- Excellent verbal communication skills.
- Clear, professional, and pleasant telephone presence.
- Strong command of written and spoken English.
- High school diploma required; college degree preferred.
- Minimum 3 years of customer service, reception, administrative, hospitality, healthcare, legal, financial services, or similar client-facing experience.
- Strong organizational and multitasking abilities.
- Ability to remain calm under pressure.
- Professional judgment and discretion.
- Proficiency with Microsoft Office and business software.
Preferred Qualifications
- Experience working for an MSP, IT company, technology firm, law office, medical practice, financial services firm, or professional services organization.
- Experience handling high call volumes.
- Understanding of basic business technology terminology.
Personal Attributes We Value, we are looking for someone who:
- Is naturally warm and personable.
- Has excellent listening skills.
- Is emotionally intelligent.
- Demonstrates maturity and good judgment.
- Is confident without being abrasive.
- Can recognize urgency and act appropriately.
- Takes pride in providing exceptional service.
- Maintains confidentiality.
- Enjoys helping people.
Examples of Success, a successful candidate can:
- Recognize the difference between a CEO unable to access email and a routine informational inquiry.
- Calmly assist a frustrated client while gathering the information needed for rapid resolution.
- Politely redirect a telemarketer without wasting staff time.
- Route calls accurately with minimal supervision.
- Create a positive experience for every caller, regardless of the situation.
Work Environment
- In-office position in Fresno, CA
- Stable, long-standing Central Valley company
- Collaborative, fast-paced MSP and IT services environment
Equal Employment Opportunity
- We are an Equal Opportunity Employer (EEO) and comply with all applicable federal, state, and local laws, including the California Fair Employment and Housing Act (FEHA). Employment decisions are based on business needs, job requirements, and individual qualifications. Reasonable accommodations will be provided as required by law.
Pay: $17.00 - $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Education:
- High school or equivalent (Required)
Experience:
- Customer service, or similar client-facing experience.: 3 years (Required)
Shift availability:
Work Location: In person
