Client Experience Coordinator
About The Position
We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. We are seeking a highly organized and customer-focused Client Experience Coordinator to support our IT Service Delivery team. This role is ideal for someone with experience in customer service, help desk coordination, ticketing systems, or managed service providers (MSP). In other companies this role may be called: Client Support Coordinator, Client Success Coordinator, Client Relations Specialist, or Customer Experience Coordinator. You will serve as the first point of contact for clients—answering inbound calls, creating and routing support tickets, prioritizing incidents, and ensuring excellent client communication throughout the service lifecycle. Our goal is simple: deliver exceptional client service and exceed expectations every time.
Requirements
- Associate’s Degree in Information Systems (preferred) OR 2+ years of relevant experience in:
- Customer service
- Help desk support
- IT support coordination
- MSP or technical services environment
- Strong multitasking and organizational skills
- Exceptional written and verbal communication skills
- Ability to prioritize work based on business impact
- Proficiency in Microsoft Office
- Experience with ticketing systems (ConnectWise preferred)
Nice To Haves
- Experience in a Managed Service Provider (MSP) environment
- Familiarity with IT service workflows and incident prioritization
Responsibilities
- Customer Service & Call Handling Answer inbound client calls in a professional, courteous, and empathetic manner
- Capture accurate client information and create tickets in the ticketing system (ConnectWise or similar)
- Escalate Priority 1 / critical issues to service personnel in real time
- Respond to voicemails and emails within 24 hours
- Ticket Coordination & Service Support Create, route, and monitor service tickets
- Provide ticket updates and set clear expectations with clients
- Coordinate scheduling changes with clients and technical staff
- Maintain accurate daily activity entries in ConnectWise
- Client Relationship Management Act as a client advocate to ensure high satisfaction
- Follow up on outstanding issues using “closed-loop” communication
- Identify client concerns and escalate as needed
- Support positive client and vendor relationships
- Administrative & Team Support Attend weekly technical team meetings and document notes
- Support process improvements to enhance team efficiency
- Follow company policies and standard operating procedures
- Perform additional duties as assigned
Benefits
- Flexible work options (Remote, Hybrid, In-Office)
- Collaborative team culture
- Opportunity to grow within IT service operations
- Work with cutting-edge IT support systems and processes
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
