Location:  Boston, MA 

Client Services Coordinator -

The Client Services Coordinator is an important part of our strategy to provide superior service to our clients, as well as keeping our client engagement strong and efficient.  The successful candidate will focus on all aspects of client satisfaction and service, taking ownership of our processes and fostering positive relationships with clients and colleagues.

Some of the responsibilities include but are not limited to the following:

  • Serve as the main point of contact for various company clients  
  • Act as a positive ambassador of Focus, both internally and externally, by providing a clear and smooth communication channel and coordination between departments and clients 
  • Identify and measure client satisfaction levels 
  • Report to management team measured KPI such as survey scores, net promotor scores and other KPI’s as developed
  • Implement and enhance improved client satisfaction strategies 
  • Work closely with account managers in Managed Services for purchasing products, scheduling resources and assisting with client needs 
  • Scheduling and coordination management for Field Services and Project Services 
  • Interact with clients via telephone and email to coordinate scheduling and purchasing needs 
  • Track client warranties and licensing needs, generate quotes for equipment warranties when needed  
  • Keep account manager up to date on client concerns and/or upcoming client needs 
  • Assist with billing of quoted/delivered projects, review invoices for accuracy and process appropriately
  • All other duties as assigned

Skills:         

  • 4-6 years of experience in customer service, preferably in the IT industry 
  • Strong working knowledge of Microsoft Office products, including Word, Excel and Outlook
  • ChannelOnline and Autotask experience is a plus
  • Well-developed organizational skills in order to handle multiple tasks simultaneously
  • Technologically savvy with ability to learn new things quickly
  • Strong verbal and written communication skills
  • Demonstrated team player with ability to work independently as well
  • Positive, professional and friendly demeanor
  • Ability to quickly comprehend new concepts and embrace them 
  • Excellent multitasking and prioritization skills
  • Dependable and punctual

Education:

  • Bachelor’s Degree or equivalent customer service experience

Competencies:

  • Client focus
  • Self-motivated and self-directed
  • Active listener, engaging clients to identify root causes and deliver solutions
  • Dedication to Total Quality Management
  • Problem-solving
  • Results-Oriented
  • Adaptability

 

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