Client Concierge

Key Responsibilities

• Manage inbound client requests forwarded from the dispatcher team that are not service-oriented, including billing questions, invoice issues, general problem resolution, and simple quote requests.
• Provide first-touch resolution when possible or route requests to the appropriate internal team with clear documentation.
• Ensure timely communication and follow-through with clients to maintain a high level of customer satisfaction.
• NPS & CSAT Survey Follow-Up
• Proactively reach out to clients following project completion or service interactions to encourage survey participation.
• Improve response rates for customer satisfaction and Net Promoter Score surveys.
• Document client feedback and escalate detractor responses to appropriate teams when necessary.
• Data Hygiene & Account Support
• Maintain accurate records for accounts, contacts, and opportunities within the CRMs.
• Support Account Managers with administrative preparation for Strategic Business Reviews (SBRs), including compiling account data, preparing presentation materials, and coordinating meeting logistics.
• Basic Orders & Quote Requests
• Process basic quote requests and orders for small customers and Account Managers, including workstations, peripherals, and other standard equipment.
• Ensure quotes, orders, and communications are processed accurately and completed in a timely manner.
• Microsoft Renewals & Pricing Communication
• Manage Microsoft renewal notifications and communicate pricing updates to clients.
• Work with distributors such as TD SYNNEX to support renewal workflows.
• Track renewal timelines and escalate issues to Account Managers or Service Operations when necessary.
• Small Customer Relationship Support
• Serve as the primary point of contact for customers generating less than $1,500 in monthly recurring revenue (MRR) who are not assigned to an Account Manager.
• Manage requests, communications, and general client support needs for these accounts.
• Establish a proactive outreach cadence to engage with clients throughout the year and maintain positive relationships.

Qualifications

• 2+ years of experience in customer service, contact center, or customer success roles (MSP or IT services experience preferred).
• Strong written and verbal communication skills, including the ability to handle billing questions and basic sales inquiries.
• Experience working with CRM platforms (HubSpot preferred), quoting tools, and Microsoft licensing processes.
• Highly organized with strong attention to detail and the ability to manage multiple priorities.
• Proactive, collaborative, and comfortable working within a remote outsourced team structure.
• Clear escalation paths for complex billing issues, service quality concerns, or at-risk customer accounts.
• Adherence to Courser values, operational standards, and data-handling requirements.