About the role
About Courser Courser accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success. Client Concierge The Client Concierge plays a critical role in supporting Courser’s small and long-tail clients by delivering proactive, high-quality customer 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. Working closely with Service Operations and Account Management teams, the Client Concierge ensures that customer inquiries are handled efficiently, data within the CRM remains accurate, and small customers receive consistent, professional engagement. Key Responsibilities: Client Request Management * 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
NPS & CSAT Survey Follow-Up * 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 escalate detractor responses to appropriate teams when necessary
Data Hygiene & Account Support * 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
Basic Orders & Quote Requests * 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
Microsoft Renewals & Pricing Communication * 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 escalate issues to Account Managers or Service Operations when necessary
Small Customer Relationship Support * 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
Tools & Systems * CRM: HubSpot (client outreach, logging interactions, reporting) * Quoting / Order Processing: QuoteWerks / CPQ tools and TD SYNNEX portal * Service Desk: ConnectWise (documentation and handoffs) * Collaboration: Microsoft Teams and approved messaging channels
KPIs & Outcomes * NPS and CSAT survey completion rates and overall score trends * First-contact resolution rate for inbound client requests * Accuracy and turnaround time for quotes and order processing * On-time Microsoft renewal completion rates * Coverage and engagement cadence for small clients (less than $1,500 MRR)
Qualifications: · 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 Why you’ll love working here At Courser, we prioritize the personal and professional development of our employees. We offer best-in-class training, mentorship, and clear self-promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together. Benefit Highlights · Competitive benefits package, including medical, dental, vision, and life insurance · 401(k) company match · Flexible vacation time* · Paid sick time · 10 Holidays including your Birthday and a Floating Holiday! · Healthy Lifestyle reimbursement · Membership Subsidy · 40 Hours for Volunteer Time · Paid parental leave · Reimbursement for ongoing certifications *Flexible vacation time after completing one full year of employment. For the first year of employment, full-time team members are provided 10 vacation days. Physical Demands and ADA Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. · This is a largely sedentary role. The employee is frequently required to sit/stand for long periods and work on a computer. · The employee must be able to verbally communicate effectively with clients, employees and management to address questions and resolve issues. This involves talking, hearing, and understanding. · This position requires the regular use of a laptop computer and other office equipment. The employee must be able to operate a keyboard and other devices for extended periods. · The employee may be required to occasionally lift or move up to 10 pounds. · Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. Americans with Disabilities Act (ADA) Statement Our company complies with the ADA and provides reasonable accommodations to qualified individuals with disabilities in all aspects of employment, including the application process, interviewing, and job performance. If you need a reasonable accommodation to perform the essential functions of the job, please contact us. Equal Opportunity Employer Courser is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender, gender identity, genetic information, national origin, citizenship status, marital status, age, physical or mental disability, caregiver status, veteran status, uniformed service member status or any other category protected by applicable federal, state, or local laws.