What are the responsibilities and job description for the Client Relations Coordinator position at Fluid IT?
Role Description
Fluid exists to improve the value of the businesses and communities we serve, provide a challenging and diverse career for our employees, and foster a culture of fun and family that extends beyond the boundaries of work. Our employees bring a passion and technology experience with them every day to do whatever it takes to improve our clients service experience, while working as part of a team of the best and brightest talent. Our clients expect excellence and continual improvement, which is embedded in our philosophy of customer service.
Our business is a people business, and it is growing! Our objective is simple – improve our clients’ business with employees that sincerely love doing all they can to help clients while working in an environment that promotes hard work, fun, family and giving back. Our staff not only learn the latest in technology, but they also have the ability to give back to the community through our charitable stewardship. We understand there is more to life than just work. Our culture supports that reality by ensuring each employee is given the freedom, flexibility and benefits to achieve their dreams.
The Client Relations Coordinator will play a pivotal role in ensuring the highest level of customer satisfaction for our clients. The ideal candidate will have an interest in technology and a passion for driving excellence in customer support. Our relationships with our clients play a vital role in Fluid’s success, and this role is a key player in that success. We are more than a vendor to our clients and are seen as members of their teams. We know that to be effective, technology must always be deployed and follow and align with business goals and objectives. No decision is made for technology’s sake, every decision, no matter how small, is a business decision. The Client Relations Coordinator role is an ongoing and continual process to become embedded in our client’s business, learning the who, what, where, and why about our client’s specific business model and processes, documenting in a standardized process, and providing information to the technical team to improve overall service levels and satisfaction.
The Client Relations Coordinator will be responsible for using their knowledge of Fluid’s processes and products, and each client’s business to build the company's brand, maintain customer relationships, and help meet each client’s changing business needs. The Client Relations Coordinator should feel comfortable working in a fast-paced, people-oriented environment with the ability to proactively identify and change priorities in real-time based on client needs and Fluid capabilities.
Primary Responsibilities
- Establish and maintain strong relationships with clients, understanding their unique needs and requirements and acting as a trusted advisor for their IT service needs.
- Develop and implement strategies to elevate the customer service experience, ensuring prompt, efficient, and empathetic support for clients.
- Identify trends and patterns in customer inquiries and issues and collaborate with technical teams to proactively address recurring concerns.
- Oversee the timely resolution of escalated customer issues, collaborating with technical experts and management to address complex problems.
- Possess knowledge of all Fluid products
- Obtain knowledge of client business model, goals and objectives
- Continually prioritize client communication and interaction based on real-time criticality and risk analysis based on each client’s current situation and relative importance level
- Document client business and technology related information in a standard format using Fluid’s documentation systems (IT Boost, Teams, etc.)
- Ensure client primary contact information is up to date
- Document client technology applications and business processes
- Attend regular internal management status meetings and check-ins to ensure processes are being followed and value delivery
- Generate regular reports and analyze key performance metrics to assess customer service team performance, identify areas for improvement, and recommend action plans.
Qualifications :
Competencies & Skills :
General Skills