Client Services Coordinator

Entre Technology Services•Billings, MT

About The Position

Entre Technology Services provides onsite and remote IT support to small and medium-sized businesses across Montana, Wyoming, and beyond, serving organizations in industries including legal, accounting, medical, dental, manufacturing, trucking, and nonprofits. The Client Services Coordinator helps deliver exceptional client service by triaging and dispatching service tickets, communicating ticket status, coordinating technical resources, and following up with clients to confirm resolution and satisfaction. The role also supports service-desk processes, reporting, and the evaluation of technologies relevant to the company and its clients. The position requires 8 hours per day and 40 hours per week, with some daily flexibility to meet mutually agreed goals and client needs. Compensation is DOE. Full benefits are available to permanent, full-time employees.

Requirements

High school diploma or GED.
Proven record of excellent customer service skills.
Passion for customer care and professional growth.
Verbal and written communication skills.
Organization skills.
Ability to multitask in a fast-paced environment.
Customer-service personality and likeability.
Professional, neat appearance.
Empathy toward customers.
A get-the-job-done mentality, flexibility in performing a variety of tasks, and a sense of urgency about completing work.

Nice To Haves

Education in Computer Science.
IT support experience in an MSP environment.

Responsibilities

Answer incoming phone calls for the Service Desk.
Triage service tickets and route them to the appropriate assignment.
Maintain client contact information and gather information needed to ensure service tickets contain details technical resources need.
Monitor the Service Team board for new and critical/high-priority tickets and assign tickets to resources for resolution.
Serve as the first point of contact for outstanding client tickets and service issues, providing appropriate status updates to clients and the Entre team.
Help improve customer service, client perception, and satisfaction.
Understand, improve, and implement processes in the client ticketing system by completing vendor-provided training materials.
Serve as the dispatch process expert.
Schedule service tickets for technical resources using appropriate priority, service level, and resource.
Maintain effective communication with the Entre team and clients through available communication channels.
Escalate service tickets as needed.
Follow up with clients to verify final resolution and determine satisfaction.
Understand service desk objectives and the roles and functions of team members.
Assist the administrative team with reporting and metrics.
Identify potential Entre business opportunities when working with clients and refer them to the appropriate resource.
Remain aware of Entre’s performance in meeting client needs.
Keep apprised of industry changes affecting clients and their technology needs.
Participate in research and evaluation of new technologies suitable for the company’s market and business clients or prospects.
Assist with lifting items such as computers, displays, and small-form-factor printers.