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IT Client Services Coordinator

Company: Rehmann
Location: Ann Arbor
Posted on: November 19, 2021

Job Description:

We are currently seeking a Client Services Coordinator for our Rehmann Technology Solutions (RTS) team. The Client Services Coordinator serves as the first point of contact to all clients and is responsible for handling incoming service requests. This includes ticketing and triaging of priority-based client issues, clarifying issue details, assigning service tickets and coordinating the required service delivery schedule of multiple engineers. This position exists to ensure that as RTS dynamically pursues business growth and success at the rapid pace that the IT industry (and our clients) demand, we are doing so in such a way that consistently maintains and grows our level of excellence in the customer service we provide. Open to remote/hybrid work arrangements. How You'll Make an Impact: * Priority-based ticketing and triage of client support issues * Resource and coordinate required engineering resources that ensure client service delivery and adherence to service level agreements * Engage appropriate resources as necessary, including third-party workers to assist with client projects * Creatively address and manage deviations from initial ticket or project plans and communicate changes with the client * Solicit internal & external stakeholders as needed to review service delivery options and determine course of action * Communicate service delivery plans and expectations to clients and internal resource teams * Ensure tickets contain required information and that resolutions are clearly communicated * Establish and maintain strong working relationships with resources, including Engineering, Sales, and Management to effectively manage tickets to resolution * Innovate and improve service delivery coordination that benefits clients and RTS * Take the necessary steps to remedy less-than-excellent service outcomes * Juggle multiple priorities while maintaining a high degree of accuracy * Think creatively (often in high stress situations) so that services are scheduled efficiently and effectively Your Desired Skills, Experiences and Values: * 3+ years of project management, scheduling, coordinating and/or logistics experience * Advanced level skills with mainline productivity applications - ConnectWise experience, a plus * Associate's Degree preferred * Experience working in a priority based dispatch model preferred * Experience working in an Information Technology related environment preferred * Experience working in a customer service or hospitality role preferred * Unwavering integrity in all situations * Ability to work well in a team environment * Ability to manage multiple priorities and deadlines while maintaining accuracy * Empathy and ability to provide relevant answers suitable to clients at various stages in the service process * High attention to detail * Excellent written and verbal communications skills * Ability to locate, track, organize and summarize information * Excellent troubleshooting skills * Proven ability to direct, support, evaluate, and motivate teams * Ability to adapt to various personality types and adjust communication accordingly to ensure clarity and positive outcomes * Ability to train, coach, and mentor others * Ability to build relationships and ask questions that elicit responses and engage others in discussion * Willingness and ability to travel occasionally, both locally and nationally, between offices and conferences Why Rehmann? Since 1941, Rehmann has provided clients proactive ideas and solutions to become one of the top 40 largest accounting/consulting firms in the US. Now, with nearly 900 associates, we have expanded to form a synergistic collection of services including accounting, wealth management, investigative services, IT and more! Rehmann has earned national recognition including: * Top 30 Best Accounting Firms to Work For (Vault.com) * #12 Internal Mobility * #12 Wellness * #14 Work/Life Balance * #14 in Satisfaction * 101 Best Companies to Work For in Metro Detroit and West Michigan To learn more about Rehmann, visit: http://www.rehmann.com/about

Keywords: Rehmann, Ann Arbor , IT Client Services Coordinator, Other , Ann Arbor, Michigan

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