Client Experience Coordinator

## Client Experience Coordinator
** We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.
** We are seeking a highly organized and customer-focused Client Experience Coordinator to support our IT Service Delivery team. This role is ideal for someone with experience in customer service, help desk coordination, ticketing systems, or managed service providers (MSP). In other companies this role may be called:
Client Support Coordinator, Client Success Coordinator, Client Relations Specialist, or Customer Experience Coordinator.
You will serve as the first point of contact for clients—answering inbound calls, creating and routing support tickets, prioritizing incidents, and ensuring excellent client communication throughout the service lifecycle.
Our goal is simple: deliver exceptional client service and exceed expectations every time.#
** Key Responsibilities
** Customer Service & Call Handling
* Answer inbound client calls in a professional, courteous, and empathetic manner
* Capture accurate client information and create tickets in the ticketing system (Connect Wise or similar)
* Escalate Priority 1 / critical issues to service personnel in real time
* Respond to voicemails and emails within 24 hours

Ticket Coordination & Service Support
* Create, route, and monitor service tickets
* Provide ticket updates and set clear expectations with clients
* Coordinate scheduling changes with clients and technical staff
* Maintain accurate daily activity entries in Connect Wise Client  Relationship Management
* Act as a client advocate to ensure high satisfaction
* Follow up on outstanding issues using “closed-loop” communication
* Identify client concerns and escalate as needed
* Support positive client and vendor relationships

Administrative & Team Support
* Attend weekly technical team meetings and document notes
* Support process improvements to enhance team efficiency
* Follow company policies and standard operating procedures
* Perform additional duties as assigned#
** Qualifications
* * Required* Associate’s Degree in Information Systems (preferred) OR 2+ years of relevant experience in:  + Customer service  + Help desk support  + IT support coordination  + MSP or technical services environment
* Strong multitasking and organizational skills
* Exceptional written and verbal communication skills
* Ability to prioritize work based on business impact
* Proficiency in Microsoft Office
* Experience with ticketing systems (Connect Wise preferred)
Preferred
* Experience in a Managed Service Provider (MSP) environment
* Familiarity with IT service workflows and incident prioritization#
** Performance Expectations
*** 95%+ of inbound support calls answered live
* High client satisfaction and strong client relationships
* Accurate and timely ticket documentation
* Professional communication and positive team collaboration
* Flexible work options (Remote, Hybrid, In-Office)
* Collaborative team culture
* Opportunity to grow within IT service operations
* Work with cutting-edge IT support systems and processes
*
* Who We are:

** At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies.

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