Client Experience Coordinator

Be a part of CT's finest and best places to work! We are a thriving IT company experiencing rapid expansion and are proud to be listed among the Inc 5000's fastest-growing companies. Additionally, we have been honored as one of MSP's Top 501 and recognized as one of Marcum's Top Tech 40. Join us today!

About Us: Exceptional Service. Endless Improvement. Passionate People. Honest and Forthright. These are the core values of Charles IT. We can achieve these values because of our team, which makes us one of the most successful IT companies of its kind in the region. And because of our team, we offer a level of dedication to our employees rarely found anywhere else. To prove it we encourage learning, professional development, and team member input, all in a comfortable family-friendly culture.

Due to growth, we are currently seeking to add a Client Experience Coordinator to our exceptional team. You will be responsible for dispatching and scheduling our technical team, determining and executing on key priorities for our management team, and providing an exceptional customer experience for our clients. You will need to be outgoing, customer-service focused, extremely organized and detail oriented, and able to operate quickly and efficiently in a fast-paced environment.

What Do We Do?

Create real relationships and raving fans by implementing and supporting cutting-edge technology.

Duties and Responsibilities

• Confer with customers and comprehend the scope of technical issues; work with our Technical Team to ensure resolution and customer satisfaction
• Coordinate schedules and logistics for our Technical and Management Teams
• Prioritize calls according to urgency and importance; respond to incoming phone inquiries in order to effectively manage and service customer accounts
• Build customer relationships and earn their trust by keeping customers informed, maintaining strong communication, and by being polite and helpful
• Maintain an awareness of the abilities of each staff member and demonstrate good managerial judgment in assigning duties appropriate to each individual
• Ensure all teams provide exceptional customer service
• Address client problems and requests by gathering and transmitting information or providing solutions
• Perform all scheduling activities with the goal of maximized efficiency and meeting service metrics and goals
• Identify trends and recurring issues and escalate to appropriate team; follow through to ensure resolution
• Perform general office administrative duties as needed
• Function collaboratively as part of a fast-paced, client oriented team

Requirements

• Associates degree or equivalent in a related field; or 3+ years related experience and/or training; or equivalent combination of education preferably in the technology field
• Proven experience with logistics, scheduling or dispatching required
• Superior oral and written communication skills required
• Fast typing with experience in data entry required
• Connectwise experience or experience within the IT field preferred
• Previous office coordination/administrative experience preferred
• Solid customer service abilities including telephone, email and computer/CRM skills; demonstrated proficiency with business collaboration tools such as MS Office Suite
• Experience with computer related functions in the areas of word processing, spreadsheets, database, internet and accounting
• Enthusiastic and dedicated to the challenge of helping people and providing exceptional customer service
• Outstanding organizational and multitasking abilities
• Excellent follow through to see projects and tasks through completion
• Self-starter with the ability to perform independently with little or no supervision
• Ability to pass a background check
• Current, valid US driver's license is required

Benefits

Charles IT offers a competitive benefit program including Medical, Dental, Vision, Life, Disability, Paid Holidays, PTO, 401K, and bonuses. In addition, we offer free dry cleaning, a fully stocked break room, Friday team lunches, paid trainings, team-building outings every quarter, professional development and so much more!

Charles IT does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.