Client Experience Specialist

Courser; Oregon; Híbrido; USD 45.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, vision insurance

401(k) company match

Flexible vacation time

Paid sick time

10 Holidays including Birthday & a

Floating Holiday

Healthy Lifestyle reimbursement

Membership Subsidy

Volunteer time

Paid parental leave

Certifications reimbursement

Descripción de la vacante

Courser seeks a Client Concierge to support small and long-tail clients with proactive, high-quality service and operational support. This role manages non-technical inbound client requests, assists with survey follow-ups, supports Account Managers with operational tasks, and helps ensure operational excellence for clients who are not assigned to a dedicated Account Manager.

Key duties include handling billing questions, processing quotes, maintaining CRM data hygiene, and coordinating renewals

Formación

• 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.
• Scope limited to triage, client outreach, renewal support, quoting assistance, SBR preparation, and CRM data hygiene.
• 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.

Responsabilidades

• 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.
• 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 elevate detractor responses to appropriate teams when necessary.
• Maintain accurate records for accounts, contacts, and opportunities within the CRM.
• Support Account Managers with administrative preparation for Strategic Business Reviews (SBRs), including compiling account data, preparing presentation materials, and coordinating meeting logistics.
• 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.
• 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 elate issues to Account Managers or Service Operations when necessary.
• 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.

Conocimientos

Customer service

Communication

Remote work

Organization

CRM experience

MS licensing

Herramientas

HubSpot

QuoteWerks

CPQ tools

TD SYNNEX portal

ConnectWise

Microsoft licensing

Descripción del empleo

Courser seeks a Client Concierge to support small and long-tail clients with proactive, high-quality service and operational support. This role manages non-technical inbound client requests, assists with survey follow-ups, supports Account Managers with operational tasks, and helps ensure operational excellence for clients who are not assigned to a dedicated Account Manager.

Key duties include handling billing questions, processing quotes, maintaining CRM data hygiene, and coordinating renewals