Client Services Coordinator

The Client Services Coordinator will work closely with our clients and the Integrity team to coordinate the delivery of our services by our technical team. He/she will be improvement minded and empowered to positively impact client satisfaction, department efficiency, productivity, and company profit. This is a hybrid position based in Bloomington, IL.

ESSENTIAL FUNCTIONS / RESPONSIBILITIES:

• Stays focused on the health of the assigned service boards to ensure that our clients are informed of the status of their requests by:
  1. Working with the client to determine urgency and impact of their request.
  2. Scheduling and confirming service date/time with the client.
  3. Communicating next steps and setting expectations with the client.
  4. Quickly following up with technical team members when time entry or remediation information is not up to date. 
  5. Proactively scheduling the next, next step to ensure technical team member availability for further troubleshooting, remediation, client or vendor communication and documentation.
  6. Regularly review service boards to ensure they meet service board standards. Work with the appropriate team member when information is needed to move a ticket forward.
• Identify service requests for ‘new’ billable opportunities or upsells outside of the client’s agreement.
  1. Explain the fixed price for items that are listed on the Total Integrity Not Included Fixed Price List to gain approval and document on the service request.
  2. Communicate next steps to the client and assign IT Specialist to create quote for other billable items.
• Manage team members’ schedules to ensure their schedules meet company utilization goals.
• Manage the on-call schedule
  1. Each November coordinate the next year’s schedule and update the answering service system and ConnectWise.
  2. Update answering service and ConnectWise with any day to day changes in the on-call schedule.
• Track hardware and software orders for service tickets
  1. Check ETAs with purchasing team to proactively coordinate next steps on service delivery and communicate next steps to client.
  2. Confirm Integrity and/or client has received all drop-shipped items prior to the Engineer/Technician’s scheduled time.
• Coordinate and participate in team sessions as needed.
• Participate in process improvement projects.
• When requested, assist with overflow calls to the help desk phones.
• Assist with the coordination and preparation of Integrity employee and client events as requested.
• Performs other duties as required or requested.

ABOUT YOU:

• You are passionate and driven by your success and the success of the entire team.
• Striving for outstanding client retention, you prioritize client success and loyalty above all else.
• Friendly, patient and professional phone demeanor; you prefer phone and in-person communications. 
• You are able to adjust your communication style based on the situation or individual as appropriate. 
• Excellent writing skills, able to quickly compose clear and concise answers.
• Actively identify and seize opportunities to increase client engagement with our entire platform.
• Take ownership and accountability in your individual performance.
• Display and inspire a culture of excellence with your peers and leadership.
• You learn rapidly and are eager to develop skills and knowledge that align with the team’s goals.
• Minimum 1-2 years’ client service experience.
• Strong organization skills and high attention to detail.
• Motivated self-starter with an excellent work ethic and team-first attitude.
• Dedicated and punctual for work.

EXPERIENCE/EDUCATION:

• High school diploma or equivalent required
• Previous customer service experience required