Job Description

Exceptional Service, Endless Improvement, Passionate People, Honest and Forthright. Guided by our values, we foster a culture of growth, balance, and belonging where every team member can thrive.

Due to growth, we are hiring a Client Experience Coordinator to support our service team by managing the scheduling and logistics of on-site client visits. This role plays a critical part in ensuring technicians are prepared, schedules are efficient, and clients are kept informed every step of the way. The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced environment while delivering a strong, consistent client experience.

Responsibilities

• Coordinate and optimize technician schedules for on-site visits

• Ensure all visit logistics are prepared, including vehicles, hardware, materials, and client access items

• Communicate proactively with clients regarding scheduled and upcoming visits

• Monitor and review service boards to identify scheduling gaps and MSP bot issues

• Manage email, planner tasks, and internal follow-ups

• Send client updates, including next-day visit confirmations and daily summaries

• Conduct service board audits to ensure accuracy and process adherence

• Partner with team leads to improve scheduling workflows and efficiency

• Analyze scheduling trends and identify recurring service or process issues

• Support ongoing improvements to field coordination processes

• Assist with occasional client pickups or drop-offs as needed

Requirements

• High school diploma required

• Strong proficiency in Microsoft Office

• Excellent verbal and written communication skills

• Strong organizational and time management abilities

• Ability to manage multiple priorities in a fast-paced environment

• High level of discretion when handling confidential information

• PA diploma or certification preferred

Benefits

Charles IT offers a competitive benefits program including Medical, Dental, Vision, Life, Disability, Paid Holidays, PTO, 401K, and bonuses. In addition, we offer free dry cleaning, a fully stocked break room, Friday team lunches, paid training, team-building outings every quarter, professional development and so much more!

Our Commitment to Inclusion:

Charles IT is committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected category. We welcome and encourage diverse perspectives.

The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of the duties performed for this position. Additional duties may be required.