General Information

The position of Client Experience Coordinator reports to the Team Lead, Client Service Operations. Status: Full Time, Non-exempt

Location

This position can be 100% remote, hybrid, or in-office

Job Purpose and Overview

This role will be responsible for answering all inbound phone calls, then creating and routing tickets in real time, as they arrive, in coordination with the dispatcher and other Service Department personnel. Other duties include appropriate escalation handling, quality service follow-up, and service level monitoring.

As Client Experience Coordinator, you will support the Service Delivery team in day-to-day coordination of service tickets, team resources, and will work with NetTech clients to ensure exemplary service. You will be responsible for the escalation of outstanding issues and will follow up with clients to ensure exemplary support, practicing “closed-loop” communication. Our number one priority at all times is to exceed client expectations and measure our satisfaction impact.

The Client Experience Coordinator has sufficient authority and responsibility to ensure that clients’ needs are addressed in a timely and professional manner.

Position Qualifications

• Education: Associate’s Degree in Information Systems or related area preferred, OR minimum two years’ of relevant work experience, or a combination of education and experience.
• Skill Level: Ability to organize and handle multiple tasks and priorities. Keen attention to detail and follow- up skills. Must have exceptional communication skills and the ability to maintain a professional demeanor in a fast-paced environment. Ability to operate in a very methodical manner with minimal supervision. Must have the ability to think logically and prioritize work based on business impact to clients. Must be driven and well-organized. Ability to thrive working both independently and in a team environment. Ability to build and enhance processes to increase efficiency of the team and provide a better client experience.
• Proficiency in computer use and Microsoft Office applications

Responsibilities

• Understand and practice NetTech’s core values at all times
• Answer inbound client phone calls in a professional, courteous, and empathetic manner
• Take all client information, and transfer to a ticket in ticketing system
• Evaluate priority of incidents, and live transfer all priority one or critical calls to service personnel
• Update clients on support ticket status and set expectations appropriately (when directed by SD)

• Interact with clients to advise them of scheduling changes and work with NetTech team members to make schedule adjustments as needed.
• Handle administrative duties to maintain good client and vendor relations.
• Act as the client advocate to ensure client satisfaction.
• Pass on appropriate client opportunities to sales and management team.
• Voluntarily provide information and assistance to other team members for the whole team’s success.
• Follow policies and standard operating procedures as published and defined by NetTech.
• Maintain entries in ConnectWise that accurately report daily activities.
• Check email and voicemail throughout the day. All voicemails and emails are to be responded to within 24 hours.
• Note and report any client issues and/or concerns.
• Attend the weekly technical staff meetings and take meeting notes. Be prepared to discuss client issues and service delivery concerns.
• Perform other tasks as assigned by supervisor.

Standards of Performance

The Client Experience Coordinator will be performing in a satisfactory manner when the following have occurred:

• Excellent client relationships are developed and maintained.
• Greater than 95% of all inbound client support phone calls are answered live
• A positive attitude, professional presentation, and productive communication style are maintained.
• Satisfactory relationships with peers are maintained.
• All company and departmental policies and procedures are adhered to.
• Being productive while working independently is proven.

Physical Requirements & Work Conditions

• Physical: Vision: Correctable vision. Hearing: Full hearing capability including the dissemination of tones. Normal office work. An ability to lift 10- 30 lbs. Ability to stand and/or sit for up to 10 hours/day.
• Language: Ability to effectively speak, read and write English.
• Judgement: Ability to make prudent decisions in matters of significance to NetTech or its Clients
• Working Conditions: Ability to work in a professional office environment and LAN/WAN room environment. Work time may include some evenings and weekends.
• Dress: Follow company policy (see policy manual).