Client Services Coordinator

We are looking for a proactive and detail-oriented Client Services Coordinator to join our team in Conshohocken, Pennsylvania. In this role, you will serve as the first point of contact for our Managed IT Services team, ensuring smooth communication with clients and efficient handling of support requests. If you excel at multitasking, scheduling, and providing exceptional customer service, we encourage you to apply.

Responsibilities:

• Respond promptly to incoming client calls, addressing inquiries and creating support tickets in the system.
• Manage and update support tickets, ensuring accurate documentation and timely resolutions.
• Communicate clear next steps, schedules, and expectations to clients throughout the service process.
• Assign tickets to technicians based on urgency, skill requirements, and availability.
• Coordinate remote and onsite appointments with clients to ensure services are delivered efficiently.
• Monitor ticket queues, ensuring timely responses and adherence to service protocols.
• Escalate complex issues when necessary to maintain high service standards.
• Track and report on service metrics, such as ticket volume and response times, to improve operational efficiency.
• Identify recurring issues and provide recommendations to enhance client experiences.
• Collaborate with leadership to analyze workload trends and optimize technician utilization.