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Client Experience Coordinator

Company: Medicus IT
Location: Chandler
Posted on: November 22, 2022

Job Description:

The Client Experience Coordinator supports the allocation of Medicus IT's technicians utilizing skills-based ticket routing to deliver exceptional client experiences. This individual answers calls, portal requests, and emails to fulfill the daily triage and dispatch of service requests. They will also monitor and address tickets with no recent update, client updates, or on hold to facilitate action or escalation. In addition, Client Experience Coordinators participate in client satisfaction survey monitoring and ticket response issues, recommending technical and customer service trainings or actions to the management of technical staff with the objective being to elevate Medicus IT's service offering to be the best in the industry. They also participate in scheduling the Professional Services team's projects and initiatives with the same dedication to the client experience as the service offering

Role and Responsibilities

  • Point of contact to clients for all service requests made via telephone and through the Medicus IT portals and ticketing system
  • Ensure accuracy of all new inbound Connectwise ticket service requests prior to scheduling resources
  • Schedule help desk, field services and professional services resources on ConnectWise dispatch portal and project workplans
  • Planning for and coordinating the Service Delivery team and Professional Service team resources availability, with the objective to maximize utilization of billable resources, advocating for technical resource allocation as required
  • Manage past due, aging, client responded, waiting on client, and on hold tickets, following up with engineers, vendors, and clients, reassigning or escalating as required to create actionable next steps
  • Communicate with clients as required to keep them informed of incident progress, notification of impending changes and agreed upon outages
  • Escalate service requests that cannot be scheduled within agreed upon service levels
  • Monitor Customer Satisfaction survey results and replies for patterns, and suggest short and long-term solutions and improvements to the client experience
  • Daily management and reporting of metrics deemed critical to operational success
  • Ensure time, service work and expense entry in ConnectWise, as transactions occur
  • Help maintain and update contacts in ConnectWise
  • All other duties assigned

    Qualifications and Education Requirements

    • 2+ years of IT Customer Service experience, preferably in an MSP environment
    • Excellent problem-solving skills, eager to take initiatives, and determined to provide successful resolutions that meet SLA's and timelines
    • Must have excellent customer service skills, be a team player, and enjoy a fast-paced environment focused on the client's needs
    • Highly organized and able to multitask and effectively prioritize client issues
    • Excellent written and verbal communication skills
    • Alignment with Medicus IT's core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity and Encouraging Improvement and Innovation
    • Must be able to sit prolonged periods sitting at a desk and working on a computer.
    • Must be able to lift 35-50 pounds at time

      Medicus IT offers incredible benefits that go unmatched!

      • 401k with Company Match
      • Annual Bonus Plan
      • Medical, Vision & Dental Insurance
      • Short-Term & Long-Term Disability Insurance
      • Basic Life Insurance
      • Accidental Death & Dismemberment (AD&D) Insurance
      • Optional Supplemental Insurance
      • Paid Holidays
      • 14 days PTO (Including Birthday PTO!)
      • Fully Customized Development/Growth Plans
      • Certification Reimbursements
      • Monthly employee appreciation events
      • Fully stocked breakroom

        Medicus IT is honored to be named to the following:

        • ChannelE2E #2 Top Healthcare Focused MSPs (2017 - 2021)
        • ChannelE2E Top 100 Vertical Market MSPs (2017 - 2021)
        • Datto 'Blue' Partner Status (2017 - 2021)
        • Inc 500-5000 Fastest Growing Private Companies in America (2016 - 2021)
        • Atlanta's Best and Brightest Companies to Work For (2017 - 2021)
        • National Best & Brightest Companies to Work For (2017 - 2021)
        • MSPmentor Top 501 Managed Services Providers - Worldwide (2017 - 2021)


Keywords: Medicus IT, Chandler , Client Experience Coordinator, Other , Chandler, Arizona

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