A service coordinator represents the company to clients. The position is usually at a mid-management level between a supervisor and a manager, and often reports to the manager of client services. The client or business service manager is responsible for planning strategies to make sure clients' needs are being met. He or she delegates responsibilities through the service coordinator that fit the plan's objectives for client care.
The coordinator must work with different departments as required to meet client needs on each specific product. For instance, if a client wants a brochure created to promote a new product, it's often the coordinator's responsibility to get the details and coordinate them through other departments or outside services. For example, he or she may use research from the marketing or information technology (IT) department before the brochure is completed. After creative department employees, or contracted freelance copywriters and designers, complete the brochure copy, the coordinator makes sure it meets client specifications.
Client service coordinators work closely with clients. They initiate contact with customers and report any complaints to the client services manager. While this person's main job is to make sure clients needs are being met, he or she may be given additional assignments by his or her manager. Coordinators must also keep track of the services each client receives. Client feedback is taken seriously.
Those who work in this job must have top notch communication skills, and they may hold a degree in communications or another discipline. A bachelor's degree is usually preferred for most positions. Coordinators also need good computer skills, as they may use some project management software to keep track of client services. Time management and organizational skills are crucial for a service coordinator as he or she spends most of each workday understanding and communicating the details of different clients' projects.
Coordinators are often responsible for training staff in customer service policy. Most positions are full time, and it may be possible for someone who does this job to be promoted to manager. It's important for the employee to maintain client services standards as set by the department's manager.
Service coordinators use telephone, email, and face-to-face communication with clients to ask questions about customer needs and to provide project updates. The quality of the end product is always a primary concern, and the coordinator analyzes past and present client service projects to improve on future quality.