Client Service Coordinator

Client Services Coordinator

For over 35 years, Cycrest Systems, www.cycrest.com, is Spokane’s premier customer-service driven, outsourced IT service provider (Managed Services and Security Provider – MSSP). As we continue to grow and expand, we’re looking for an experienced Client Services Coordinatorto join our team.

This is a fast paced and dynamic role in a team environment where providing a positive and efficient client experience is key. This role provides scheduling for Client service needs, sales and marketing support, with some vendor management. This is the ideal position for a proactive, highly organized communicator who appreciates variety, understands technology concepts and wants to make a positive and immediate impact in a fast-paced IT environment.

You do not need to be an engineer or technical expert. The ability to learn, communicate effectively with clients, vendors and our Cycrest Team while staying organized and following through, is more important.

This is an in-office position in our Spokane, Washington location. This position will remain open until filled.

For over 35 years, Cycrest is proud to be servicing the small, medium, and larger businesses in and around the Inland Northwest. We are dedicated to delivering high-quality IT support, services and solutions for our clients.

Cycrest offers a positive and healthy, friendly and supportive working environment. A culture that encourages and supports teamwork, innovation, growth, and dedication. Cycrest allows our employees to work with all facets of technology and a diverse client base which allows for unlimited internal growth opportunities within our organization. We don’t limit our employees to any one certain position.

Cycrest focuses on employee and client satisfaction. We value well-rounded individuals with strong value systems and ethics. We provide opportunities for professional development and growth within our own organization.

We offer a competitive salary and benefits package, including health insurance, retirement plans, and paid time off.

Key Responsibilities & Essential Functions of a Client Services Coordinator:

Client Service Scheduling:

A significant portion of this position is dedicated to helping our clients receive timely and organized IT support.

• Answer incoming client support calls and gather the information needed to understand the client's immediate need.
• Open and document service tickets accurately in our service management system.
• Coordinate and schedule service requests with our technical team based on client needs and technician availability.
• Communicate with clients regarding scheduling and service-related matters.
• Monitor and review our client system dashboard and bring significant alerts or issues to the attention of engineers and technicians.
• Provide backup coverage for other Client Support Coordinators when needed.

Sales and Marketing Support:

· Client Intake & Onboarding**:** Field incoming inquiries from prospective clients, conducting initial discovery to identify needs, capturing business requirements, and record structured notes in our CRM.

· Prepare marketing packets, informational materials, and other client communications.

· Coordinating and electronically distributing client information shares and our monthly client newsletter.

· Assist with Account Check-Ins & Review Scheduling: Assist with Coordinating and scheduling Client Reviews (QCRs/QCMs), preparing agenda packets and following up on post-meeting action items to foster client retention.

· Social media updates and management

Vendor Management Support:

In addition to a full array of Technical Services that Cycrest provides, Cycrest also works with a variety of VoIP, telecommunications, and internet providers. This position serves as an internal coordinator for our VoIP (Voice over IP phone systems) and Internet Vendors.

• Work with our VoIP/Internet vendors to obtain information and quotes for client VoIP, telephone, telecommunications, and internet needs.
• Help coordinate information between those vendors, Cycrest team members, and clients.
• Assist with client communications and coordination during the quoting and implementation process.
• Research available products and services and help organize the information for our sales and technical teams.

Administrative Support:

• Coordinating meetings, outings, seminars, lectures, and other company or marketing events.
• Assisting with general office and company activities.
• Helping with special projects and other administrative responsibilities as assigned.

Our success is built on our people and our clients. The ability to adapt to new technologies and emerging threats is how you grow at Cycrest. We are looking for individuals who are committed to the overall success of the team, client, and overall organization, thriving in a customer service driven and teamwork-based environment.

Full-time

$45,760 - $56,160/yr depending on: experience, qualifications, education, certifications, management experience, demonstrative abilities, and soft skills.

• Health insurance for individual as well as family contribution after a set time period

• Dental insurance

• Vision insurance

• 401(k) with matching contributions

• Paid Time Off (PTO)

• Professional Development and Growth Assistance

• Employee Discounts on Technology Items

• 8-hour shift

• Day shift

• Monday through Friday

In-person Spokane, WA: Relocate before starting work if moving from outside the area (Required)

Pay: $45,760.00 - $56,160.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan

Work Location: In person