Client Services Coordinator

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider—we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together.

If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

How you’ll make an Impact
As a Client Service Coordinator, you'll play a key role in delivering exceptional customer service by acting as a vital link between our customers and technicians. You'll facilitate clear communication, ensuring that both the customer’s needs, and technical requirements are efficiently conveyed and addressed. Your ability to facilitate clear, effective information exchange will make a real impact on customer satisfaction and the efficiency of our team.

Summary of Location and Hours

• 100% remote
• Monday through Friday, 8am-5pm CST
  
  

What you will be doing

• Provide responsive and professional customer service by answering external customer and vendor calls promptly and courteously.
• Communicate in a friendly, patient, and efficient manner to build and maintain long-term customer relationships.
• Accurately route calls and forward messages to the appropriate personnel in a timely manner to ensure customer needs are addressed.
• Generate tickets to document and validate customer work order requests.
• Route ticket requests to appropriate service board personnel according to customer assignment or job responsibilities.
• Utilize active listening and customer-care skills in identifying potential concerns.
• Escalate issues with service delivery to Service Manager.
• Escalate customer concerns or complaints to the appropriate Service Manager or Market Director for prompt resolution.
• Proactively identify process improvements to enhance our efficiency and deliver exceptional service to our customers.
• Demonstrate and promote a spirit of cooperation and teamwork throughout the company.
• Provide backup support for other teams and team members as needed.

You’ll be successful in this role if you have 

• Proven experience in customer service role (in IT industry, preferred)
• Superior people skills; client service and people oriented
• Strong organizational and multitasking skills, with the capacity to perform in a fast-paced environment.
• Excellent communication skills with the ability to professionally engage with clients over the phone and e-mail.
• Strong attention to detail with the ability to prioritize and accurately route calls and requests.

Required language skills

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Bonus points for

• Experience with ConnectWise family of products or similar service management system

Benefits and Perks

• Medical, Dental and Vision coverage for employee and family
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
• Group Term Life and Accidental Death and Dismemberment coverage (company provided)
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
• Health Savings Account (HSA) Options / PPO Options
• Employee Assistance Program
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 11 Paid Holidays
• Education Reimbursement Program
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards
• Clear Promotion and Advancement Tracks
• Work with Industry-Leading Talent
  
  

The base pay range for this position is expected to be between $30,000 and $45,000 per year. The base pay offered may vary depending on multiple non-discriminatory factors including, but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, and PTO. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

FLSA Status: Salaried, Non-Exempt

Work Authorization Criteria
We welcome applicants who are legally authorized to work in the United States on a full-time basis. At this time, we are unable to offer sponsorship or take over sponsorship of an employment Visa.

Workspace Requirements and Remote Work Policy
Team members must establish a dedicated safe workspace that is free from distractions, hazards, and that is secure from unauthorized access. This includes following Ntiva’s IT User and Security Policies that include but are not limited to password-protecting all equipment, keeping confidential and proprietary documents secure, refraining from using public Wi-Fi, having adequate arrangements in place to avoid significant interruptions from caregiving responsibilities during work hours (except in emergency situations with manager approval). Any remote work away from a team member’s normal expected dedicated safe workspace must be requested by team member, is subject to review by management, and must adhere to Ntiva policies and procedures. 

Our Commitment to a Diverse Workforce
At Ntiva, we are committed to creating and maintaining a diverse, inclusive, and welcoming work environment for all employees and job applicants. We firmly believe that a diverse workforce fosters a wider range of perspectives, experiences, and ideas that lead to increased creativity, innovation, and problem-solving capabilities. As an equal opportunity employer, we actively seek to recruit and retain a diverse workforce that reflects the communities we serve. We prohibit discrimination of any kind, including but not limited to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, age, hair length, protective hairstyles, organ donor status, disability, veteran status, or any other legally protected status and comply with all applicable laws governing nondiscrimination in employment.

Application Deadline: The sooner you apply, the sooner we can get to know you! Submit your resume today! Applications will be accepted until 4/18/25.