Client Care Coordinator

Job Description

Job Description

Salary : $50,000.00 - $55,000.00 Annualized

We can only hire candidates for this role that are able to commute to either our Bothell, WA Office

The Opportunity

ISOutsource is at the forefront of change as a modern technology consulting firm. We strengthen our clients with technology solutions that help them boost performance, streamline processes, and excel at serving their clients.

With ISOutsource, you'll join a profitable, established company with over 500 clients throughout the Western United States.

You can expect a fun, energetic, fast-paced environment where you are encouraged to bring your ideas and expertise, focus on our clients, try new things, and learn from mistakes and successes.

Our Core Values

• We are client-centric.
• We are innovative.
• We are results driven.
• We pursue excellence.
• We are trustworthy.
• We empower our team.

Why ISOutsource?

• Access to Management and Senior Leadership.
• Monthly training and career-enhancing opportunities.
• Being part of a highly skilled team willing to help and share knowledge.
• Tons of room for growth, with a long history of promotion from within.
• A company that emphasizes work / life balance.

We Take Care of Our People

• Excellent total compensation package.
• A base salary range of $50k to $55k annualized.
• Competitive insurance benefits package includes health, dental, vision, life, and disability coverage.
• 401(k) & Employer match.
• Generous Paid Time Off schedule.
• Stocked snacks, sodas, coffee, and lots of treats (including healthy alternatives).
• Monthly team activities, including trivia nights, holiday parties, and more.

Work you will do as an ISOutsource Client Care Coordinator :

• Answer, triage, document, and route incoming calls to our business.
• Create new service tickets as needed.
• Collaborates closely with dept. managers and directors to efficiently distribute workloads and service tickets, ensuring the resources are allocated to meet client needs and maintain high service standards.
• Respond, triage, document and assign resources to all new incoming service tickets on our service boards.
• Schedule resources (date and time) to new service tickets to deliver the service within our required service level timeframes by assessing and assigning the appropriate severity and impact, and resulting priority, for each issue.
• Assign resources to tickets based on technical skill level, availability, prior knowledge of clients’ network, special instructions, and pre-assigned consultant portfolios.
• Coordinate and communicate to clients and resources service schedules, updates and changes as needed.
• Review resource calendars and schedules to optimize utilization, minimize travel costs (mileage, parking, tolls) and maximize client care experience.
• Update recurring service templates as needed.
• Fully understand our business model, our services and our products, and the skills of the employees to continually provide high quality experiences for our clients.
• Thorough knowledge of our line of business software ConnectWise PSA. In particular, they must have mastery in ConnectWise Manage functionality, Service Ticket Workflow, Project Module, Closed Loop Communication Outlook Sync, Configurations, Document Management and our integrated Remote Monitoring and Management system.

Our ideal candidate will possess the following qualities :

• Strong knowledge of Microsoft Word, Excel and Outlook.
• Strong written communication skills required including typing / keyboarding, writing and grammar.
• Ability to manage a high volume of activities and transactions in a fast paced, multi-monitor, multi- tasking environment.
• Ability to use a variety of communication mediums included in our line of business efficiently and effectively. Included software;

ConnectWise, email, telephone, chat (Teams) and calendars.

• Ability to establish and maintain positive working relationships with all levels of management and staff.
• Strong organizational skills and keen attention to detail are required.
• Strong verbal communication skills required.
• Ability to completely understand the business and the skills of company employees and leverage both to provide a high-quality experience for clients.

Highly sought-after experience and skills include :

• Prior dispatch, project management or help desk experience preferred.
• Basic knowledge of IT systems, components, terms and potential problems that can arise.
• ConnectWise or other PSA experience desired.

Requirements :

• High School diploma or GED required, ITIL foundation certification or equivalent college degree desired.
• 2 years’ office experience.
• 2 years’ customer service experience.

ISOutsource is an equal opportunity firm.

We are driven by seeing our team succeed and grow, and we work to ensure everyone contributes to their fullest potential.

We consider all qualified applicants without regard to race, color, sex, religion, age, marital status, national origin, citizenship or immigration status, the presence of any sensory, mental, or physical disability, genetic information, honorably discharged veteran or military status, sexual orientation, gender identity, political ideology, status as a victim of domestic violence, harassment, sexual assault, or stalking, family status, source of income, or any other status or characteristic protected by applicable local, state or federal law.

Final candidates will be required to submit a complete background check.