Client Services Coordinator

Client Services Coordinator

The Client Services Coordinator is ensures seamless coordination of service calls, parts, and technician schedules, while delivering exceptional client experiences. This role requires strong organizational skills, proactive communication, and the ability to manage multiple priorities. The Coordinator plays a key role in maintaining service efficiency, client satisfaction, and department profitability. This position is a full-time, FLSA-qualifying position, reporting directly to the Service Dept Manager.

• Serve as the primary point of contact for clients before, during, and after service calls
• Provide timely updates to clients regarding scheduling, cost of service visit, technician arrival windows, and service status
• Manage client expectations with professionalism and transparency
• Able to identify and present potential upsell opportunities
• Resolve all service tickets to completion in a timely manner
• Schedule and confirm service appointments, including return visits, assigning technicians based on skillset, location, and availability
• Coordinate parts orders and ensure readiness before scheduled work
• Maintain accurate records of client communications, service requests, and work orders in the company CRM
• Assist the Client Services Department Manager with department reporting, service metrics, and client account reviews
• Contribute to team meetings, process improvements, and cross-department initiatives
• Meet or exceed departmental KPIs for response time, scheduling accuracy, and client satisfaction
• Protect client privacy and maintain confidentiality of company and customer data

• Performs duties in an independent and expeditious manner, without additional supervision; seeking guidance and direction from the Electric Project Manager or company leadership on major issues, as necessary
• Displays a positive, professional, cooperative relationship with both clients and colleagues
• Makes optimal use of his/her own time during all working hours, is able to recognize and address priorities
• Demonstrates good planning skills; which align with overall company goals
• Shows commitment to Cyber Core Values and proactively incorporates them into communication and decision making

• High school diploma or equivalent combination of education and experience
• Client-focused mindset with a commitment to service excellence
• Organized and detail-oriented approach to workload management
• Ability to work independently and collaboratively
• Professional, courteous, and adaptable in all interactions
• Learn technical aspects of the role and be able to complete basic troubleshooting with customers over the phone
• Excellent interpersonal skills with the ability to empathize with customers
• 401(k)/Roth IRA with 2% Matching
• Dental, Health, Life, Vision, Disability, Supplemental Insurances
• ESOP (Employee Ownership)
• PTO/Holidays/Sick Time
• Cell Phone Stipend
• Employee Purchase Program
• Referral program

Monday to Friday, on-site
W-2, Full time, eligible for OT