Client Concierge

Courser•Riverside, CA

2d•$60,000 - $65,000

About The Position

The Client Concierge supports Courser’s small and long-tail clients by providing proactive customer service and operational support. The role handles non-technical inbound requests, survey follow-ups, operational support for Account Managers, and ongoing engagement for small customers without a dedicated Account Manager. Working with Service Operations and Account Management, the Client Concierge ensures efficient handling of customer inquiries, accurate CRM data, and consistent, professional client engagement. The role manages requests such as billing questions, invoice issues, general problem resolution, and simple quote requests; provides first-touch resolution when possible or routes requests with clear documentation; and follows up with clients to support satisfaction. It also supports customer satisfaction and NPS survey participation, maintains account records, assists with Strategic Business Review preparation, processes basic quotes and orders, and coordinates Microsoft renewal notifications and pricing communications. The position serves as the primary contact for customers generating less than $1,500 in monthly recurring revenue who are not assigned to an Account Manager. The role uses HubSpot, QuoteWerks or CPQ tools, the TD SYNNEX portal, ConnectWise, Microsoft Teams, and approved messaging channels. Its outcomes include survey completion and score trends, first-contact resolution, accurate and timely quote and order processing, on-time Microsoft renewals, and consistent coverage and engagement for small clients.

Requirements

At least 2 years of experience in customer service, contact center, or customer success roles.
Strong written and verbal communication skills, including the ability to handle billing questions and basic sales inquiries.
Experience with CRM platforms, quoting tools, and Microsoft licensing processes.
Strong organization and attention to detail, with the ability to manage multiple priorities.
Proactive and collaborative approach, with comfort working within a remote outsourced team structure.
Adherence to Courser values, operational standards, and data-handling requirements.

Nice To Haves

Experience in an MSP or IT services environment.
Experience with HubSpot.

Responsibilities

Manage non-service-oriented inbound client requests forwarded by the dispatcher team, including billing questions, invoice issues, general problem resolution, and simple quote requests.
Resolve requests at first contact when possible, or route them to the appropriate internal team with clear documentation.
Communicate with clients and follow through on requests in a timely manner.
Contact clients after project completion or service interactions to encourage participation in satisfaction and Net Promoter Score surveys.
Document client feedback and escalate detractor responses when necessary.
Maintain accurate account, contact, and opportunity records in the CRM.
Support Account Managers with Strategic Business Review preparation by compiling account data, preparing presentation materials, and coordinating meeting logistics.
Process basic quote requests and orders for small customers and Account Managers, including workstations, peripherals, and standard equipment.
Ensure quotes, orders, and related communications are accurate and completed promptly.
Manage Microsoft renewal notifications and communicate pricing updates to clients.
Work with distributors such as TD SYNNEX to support renewal workflows.
Track renewal timelines and escalate issues to Account Managers or Service Operations when necessary.
Serve as the primary point of contact for clients generating less than $1,500 in monthly recurring revenue who are not assigned to an Account Manager.
Manage requests, communications, and general support needs for small-customer accounts.
Establish a proactive outreach cadence to engage small clients throughout the year and maintain positive relationships.

Benefits

Competitive benefits package, including medical, dental, vision, and life insurance.
401(k) company match.
Flexible vacation time after one full year of employment; full-time team members receive 10 vacation days during their first year.
Paid sick time.
10 holidays, including the employee’s birthday and a floating holiday.
Healthy Lifestyle reimbursement.
Membership subsidy.
40 hours for volunteer time.
Paid parental leave.
Reimbursement for ongoing certifications.
Best-in-class training, mentorship, and clear self-promotion paths.