Customer Coordinator II

4 weeks ago

Cleveland, United States MCPc Holdings, Inc. Full time

MCPC is a global endpoint management company focused on improving performance, security and sustainability for our clients. MCPC has a purpose, a strategy, and a set of values that animate everything we do.  We provide a wide range of services to our clients including Managed Security, Technology Logistics, IT Talent Solutions and IT Asset Management and Disposition. MCPC has consistently been recognized as one of the top companies in the area to work for and we are proud to have employee retention rates that far exceed the national average. MCPC has a strong commitment to Diversity and Inclusion as well as our Early Talent Program that offers opportunities for people of every education level. MCPC also has a strong commitment to giving back to the community through a variety of means including The Foundry, www.clevelandfoundry.org, which was created by our Founder/Chairman Michael Trebilcock.

Key Outcomes of the Position

  • Trusted advisor to assigned Customer(s).

  • Work with Sales Team to help drive new business growth and customer satisfaction.

  • Subject Matter Expert on all MCPc Services.

  • Ensure high levels of customer satisfaction of assigned Managed Service Customers.

  • Provide highest level of communication to internal and external Customers, Partners, Business Units, and other Teams.

  • Look for Continual Service Improvements for assigned Customers

  • Lead and manage Delivery Coordinators in support of contracted services.

  • Assist with special projects as required.

Skills and Attributes Required

  • A terrific, positive attitude, self-direction and leadership qualities are required.

  • Strong customer-service orientation with a proven track record working with all levels of an IT organization.

  • Experience with presenting information and data to Customers

  • Experience with understanding service-related P&L.

  • Experience with hardware solutions that support MCPc Services.

  • Strong understanding of a support team in various customer environments.

  • Strong ability to communicate well both verbally and in writing to Customers and Partners, internal business units and management.

  • Self-motivated and the ability to manage multiple priorities along with a strong work ethic required.

  • Professional demeanor.

  • Ability to manage confidential and proprietary company information.

  • Experience working in a team-oriented, collaborative environment.

  • Ability to identify and manage service issues.

  • Ability to travel as needed.

Experience and Educational Requirement

  • 3-5 years’ experience managing technical resources

  • 3-3 years’ providing and delivering technical support and providing technical guidance

  • 4+ years’ experience as a technical lead

  • Familiarity with ITSM software

  • 2-Year degree desired

  • Project Management experience desired

Physical Requirements

The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability.  The ability to drive to and from customer appointments is required.  The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal and numerical intelligence.  The workplace environmental conditions are that of a temperature controlled and clean office setting.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job related instructions and to perform other job related duties requested by their supervisor.

Regular attendance and punctuality are an essential job function of this position. In addition, the duties of this job need to be performed inside of our offices (unless authorized due to extraordinary circumstances by your manager and Human Resources) for the purpose of interaction and collaboration with colleagues and/or clients as necessary, the ability to adequately supervise the associate, and/or the availability of necessary equipment utilized for regular job functions. MCPc allows four pre-approved work at home days annually.”

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