Customer Service Coordinator (Back To Business I.T.)

About Us

Back To Business I.T. powered by The Greentree Group is the most experienced and certified team of technology experts in Southwest Ohio. We alleviate the burden of managing computer systems and networks and allow our clients to focus on the more important aspects of their companies. Back To Business I.T. offers a full suite of solutions including managed services, cybersecurity, co-managed IT, IT assessments, special projects, help desk, CMMC readiness, tools, and intelligent automation.

The Greentree Group is a dynamic, innovative, and thriving company that specializes in delivering advanced technology solutions to federal, state, and commercial clients. With a team of highly skilled professionals, we provide cutting-edge services and are always pushing the boundaries of what’s possible. What sets us apart is our commitment to excellence and our passion for the work we do. We believe in investing in our people and providing them with opportunities for growth, development, and advancement. We offer a dynamic and supportive work environment, a culture of continuous learning, and a wide range of benefits and perks that promote work-life balance and personal well-being.

About the Role

As a Customer Service Coordinator (Back To Business I.T.), you will work with cutting-edge technologies and collaborate with a talented team of professionals at Back To Business I.T.’s office in Beavercreek, Ohio. This role is critical in assisting with scheduling support work for clients, dispatching field technicians to client sites for support issues, working with clients, elevating customer service initiatives, and helping to maintain exceptional relationships with our clients. Join us and be part of an exceptional company culture driven by core values, collaboration, and emphasis on employee growth and career building.

Responsibilities

• Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to service engineers.
• Process service requests as they arrive through email and phone calls.
• Manage ticket flow in our IT Service Management Platform.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communicate proactively with customers to keep them informed of resolution progress.
• Process deliveries and any inventory coming into or out of the building.
• Work with clients and internal staff to escalate technical issues appropriately and in a timely manner.
• Review tickets to ensure processes are followed, communication is thorough, documentation is accurate, and tickets are closed out.
• Assist with generating reports related to client service metrics and assist with client system reviews as necessary.
• Build and maintain close relationships with clients.

Requirements

• Bachelor’s degree preferred but not required. We will consider relevant experience in lieu of a degree.
• 3+ years of experience within an IT Dispatch Support role.
• A client-focused mindset with strong customer service skills.
• Strong scheduling, coordination, and follow-up skills.
• Outgoing personality with excellent interpersonal skills and the ability to build rapport with clients.
• Excellent verbal communication and documentation skills.
• Proficient in Microsoft Office Suite.
• Strong individual time-management and multitasking skills.
• Self-motivated with the ability to work in a fast-paced environment.

Desired Qualifications

• Proficiency using ConnectWise or other IT Service Management platforms.
• Basic technical or operations knowledge (help desk).

Pay

The following salary range is what we reasonably expect to pay but is contingent and subject to a variety of factors, including but not limited to years of experience, education, certification(s), training, specialized skills, and responsibilities: $50,000 to $60,000.

Bonuses: Greentree has an employee referral bonus, as well as employee bonuses based on employee contributions and Greentree’s yearly performance.

Benefits

• Core Benefits 100% paid by Greentree: Employee Medical Premium on the High Deductible Health Plan (HDHP), Basic Life Insurance and AD&D, Short-Term Disability (STD), Long-Term Disability (LTD), Health Reimbursement Account (HRA), 401(k) Match, Job-Related Certifications, and Training Programs.
• Elected Benefits: Medical, Dental, Vision, HSA, FSA, Voluntary Term Life, 401(k) (Roth and Pretax available).
• Time Off: PTO, Flexible Schedules, Holidays, and Paid Parental Leave. Work-life balance is important – we all enjoy some time off for rest and relaxation! Employees receive a very generous amount of PTO which is granted on start date, plus the ability for quick escalation to the next tier. Flexible/hybrid working schedules and 11 paid holidays, in addition to paid parental leave, round out the work-life balance benefits.
• Paid Training and Development: We encourage and support ongoing employee learning and development, consistent with needs of the company, its clients, and markets. Greentree is committed to paying the cost for job-related certifications and/or training programs. In conjunction with management/employee communication and discussions regarding performance and goals, employees are expected to seek out and pursue development opportunities to meet emerging organizational skill requirements in combination with their own personal growth needs. Greentree also makes job-related tuition reimbursement contributions for those in higher-level education programs.

Schedule

This is a Full-Time, Salary, Exempt position.

Please note that this role may require a National Agency Check (NAC) and/or background check. Relocation assistance is not available at this time. Greentree is only able to hire candidates who are residents of, and authorized to work in, the following states: AZ, CO, DC, FL, GA, KY, MD, MI, NC, OH, OR, PA, SD, TX, or VA.