What Is a Service Coordinator?
A service coordinator represents the company to clients. A coordinator position is usually at a mid-management level between a supervisor and a manager. Service coordinators in a mid-level management position often report 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 service coordinator's responsibility to get the details and coordinate them through other departments or outside services. For example, the coordinator may use research from the marketing or Internet 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 a service coordinator'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. Service coordinators must keep track of the services each client receives.
Client feedback is taken seriously. Service coordinators must have top notch communication skills. They may hold a degree in communications or another discipline. A bachelor's degree is usually preferred for most service coordinator jobs. Service coordinators also need good computer skills as they may use some project management software in keeping 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. Service coordinators are often responsible for training staff in customer service policy. Most coordinator jobs are full time. It may be possible for service coordinators to be promoted to managers. A service coordinator maintains 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. Quality of the end product is always a primary concern of an effective service coordinator. He or she analyzes past and present client service projects to improve on future quality.
Written by Sheri Cyprus
