Client Services and Office Coordinator

POSITION SUMMARY

We're looking for a dynamic Client Services and Office Coordinator to join our team. This role plays a crucial part in ensuring smooth client interactions, efficient office operations, light executive support, and seamless coordination of service and production departments. For Service Coordination, they will handle client calls and emails regarding service and warranty requests. They'll schedule technicians and coordinate invoices with the accounting department. For Project Coordination, they will collaborate closely with project managers. They'll assist in creating action plans, including resource scheduling, project timeframes, and acquiring materials.

DUTIES & RESPONSIBILITIES (Including but not limited to)

Service & Project Coordination:

• Be the first point of contact for client service inquiries.

• Client follow-up regarding service by email or phone call.

• Initial simple and brief remote troubleshooting of systems to determine the level of service required.

• Communicate with clients to obtain their requested timelines, gather any client requirements, and help clients to understand the scope of work to be performed.

• Scheduling of service technicians for service and warranty visits.

• Contact clients to remind them of upcoming visits and related fees as applicable.

• Follow-up with technicians for notes pertaining to service visits or project current status.

• Maintain paperwork related to service and projects in all company used systems.

• Help educate clients on service policies and coordinate the service membership plan including notifying clients of pending warranty expirations, service plan enrollment and deactivation.

• Maintain client subscriptions of the third-party remote troubleshooting service plan.

• Process service call prepayments and coordinate service billing details with accounting.

• Escalate client issues to management when needed and collaborate with management on developing solutions.

• Product coordination for projects and service including requesting products and coordinating with the warehouse to handle RMAs.

• Maintain communication with Project Managers on current projects, coordinate team members, and assist in keeping expected timelines.

• Provide assistance to Project Managers with project scheduling and tracking.

• Attend Project and Service meetings and help facilitate the meetings when needed.

• Assist with special projects as needed.

Office Administration:

• Collect and distribute mail and respond to general office email correspondence daily.

• Coordinate the day-to-day operations of the office facility, including maintenance, repairs, cleaning, and security.

• Maintain facility vendor relationships and contracts for facility-related services.

• Monitor inventory of office and showroom supplies, coordinating procurement and replenishment as needed.

• Maintain day-to-day neatness and organization of office and showroom.

• Assist in accepting deliveries throughout the day.

• Provide light executive assistance as needed including research, data entry and database administration.

• Assist with special projects as needed.

REQUIREMENTS

• Strong organizational, time-management and multitasking skills, with the ability to prioritize tasks and manage time effectively.

• Computer literacy to include data entry, typing, and basic spreadsheet and word processing.

• Excellent communication and interpersonal skills, with the ability to interact professionally with clients, team members, and vendors.

• Ability to communicate clearly with both company personnel and clientele including the ability to explain complex concepts in simple terms to customers in order to work through problems.

• Effective analytical and problem-solving skills.

• 3+ years experience in a customer service role, preferably in a service-oriented industry.

• 3+ years scheduling company resources.

• Demonstrated ability to work independently with minimal supervision and as part of a team in a fast-paced environment.

• Experience providing executive assistance and interfacing with high-touch clientele is a plus.

• Proficiency in handling sensitive client interactions with tact, empathy, and professionalism, ensuring their needs and concerns are addressed promptly and effectively.

• Positive attitude, resilience, and ability to maintain professionalism in high-pressure situations.