Client Services Support Coordinator

Benefits:

Dental insurance

Health insurance

Paid time off

Vision insurance

The Client Services & Support Coordinator is responsible for scheduling and coordinating support and resolution activities. This position will schedule and orchestrate service delivery activities, and maintain reporting of real-time support activities, utilization and trends in customer inquiries/requests for assistance. Candidates must be energetic, focused and motivated to learn new technologies and management and maintenance processes. This position requires dedication, persistence, follow-up, and the ability to provide concierge level support to our clients and fellow team members.

To be successful in this position requires the ability to work effectively with clients, team members, partners and vendors in support of our IT systems management activities.

Responsibilities:

· Provide timely responses to requests for support and service delivery information.
· Management of our customer database and its use for service delivery and marketing activities.
· Manage and maintain our service delivery calendar.
· Ensure time entries, charges, ticket details and statuses are updated on a daily basis.
· Monitor tickets and documentation for proper and timely information.
· Maintain accurate documentation of service delivery activities.
· Prepare and present service delivery reports to staff and management.
· Update internal documentation records, logs and tracking information.
· Collaborate with management, staff and vendor support resources to insure effective, efficient service delivery to customers.
· Assists in identifying and documentation of new business opportunities within existing and prospective customers.
· Assist in developing and rolling out business process improvements.

Experience and Skills:

· Demonstrated and effective written and verbal communications skills.
· Previous experience with answering customer questions and providing information about products and services.
· Preparation of regular documentation and internal reports.
· Ability to professionally escalate in situations requiring urgent and/or management attention.
· Effective use of scheduling and customer relationship management software and systems.
· Proven skills with administrative duties like answering calls, faxing, filing etc.
· Advanced skills with Microsoft office, products, email, Acrobat and other business productivity software
· Demonstrated effectiveness as a team member and leader.
· Proven ability to coordinate the required resources to respond to complex project requirements

Qualifications:

· Ability to multitask and work effectively in a fast-changing environment
· Excellent communications skills (written, verbal)
· Strong computer skills and proficiency with business productivity software
· Some college – AA or 4 year degree preferred
· Type 60+ wpm