Client Services Coordinator

About Us:

Twinstate Technologies is where cybersecurity IT and client satisfaction come together. With over 50 years of industry leadership in Managed Cybersecurity and IT we prioritize security above all adhering to industry standards in our designs to safeguard our clients systems and ensure business continuity. As dedicated partners we boost productivity and enhance their bottom line delivering tailored solutions that exceed expectations. Twinstate Technologies is where innovation meets Exceptional Experiences for our clients.

Our Core Values are the deeply ingrained principles that guide all our companys actions.

• Accountable - Own it
• Grit - Never give up
• Resourceful - Gets things done
• Team Driven - Cares about our clients and our team
• Security First - Innovative

The Client Services Coordinator/Scheduler coordinates client service project and technical schedules to keep the right work moving with the right resources. This role prioritizes agreement-client obligations supports Twinstates goal of 10-out-of-10 client satisfaction creates organized and manageable workloads maximizes billable potential and provides early visibility into capacity training and staffing needs.

Key responsibilities:

• Manage and continually optimize schedules for technicians supporting service tickets implementations projects appointments and client commitments.
• Prioritize active agreement clients and their documented service levels response commitments and contractual obligations over nonagreement work except for approved safety security legal or material business-impact exceptions.

• Verify the applicable agreement scope service level and available capacity before confirming commitments.
• Escalate promises or requests that conflict with policy existing obligations or realistic scheduling capacity.
• Support Twinstates goal of 10-out-of-10 client satisfaction through reliable follow-through proactive communication accurate expectations and timely updates when schedules change.
• Create a well-planned organized and manageable workload balance and pace that maintains support and implementation momentum while allowing flexibility for urgent or unexpected needs.
• Match work to technicians based on skills experience client familiarity location availability travel requirements and sustainable individual capacity.
• Provide reasonable advance notice for travel and onsite work and raise concerns when schedule density repeated interruptions excessive travel or workload may be unhealthy or unsustainable for an individual.
• Maximize billable potential by prioritizing approved billable client work and protecting technical capacity from avoidable deferrable or poorly planned nonbillable activity.
• Work closely with Operations Project Coordinators the CISO the CRO Sales and technical leaders to coordinate support project intervals implementations discovery scoping design assistance and new-service opportunities.
• Keep new projects and services moving without displacing higher-priority contractual obligations active service responsibilities or already committed client work.

• Monitor backlog utilization schedule density project milestones travel open-ticket demand and emerging conflicts; rebalance work and escalate constraints promptly.
• Communicate evidence-based changes in demand utilization workload skill gaps or capacity as early as possible so leadership can plan hiring training cross-training and other human-resource actions.
• Maintain accurate scheduling ticket ownership and commitment records in the PSA and use dashboards automation and AI to improve coordination and visibility.
• Demonstrate exceptional reliability organization judgment professionalism and consistent coverage during assigned working hours.
• Audit and process tickets effectively
• Assist with other duties as assigned

Expected outcomes:

• Agreement clients receive priority consistent with their service levels and scheduling supports reliable realistic service delivery and 10-out-of-10 client satisfaction.
• Workloads remain organized manageable and flexible maintaining momentum for support and implementations while protecting technician well-being and providing appropriate notice for travel.
• Billable potential is maximized avoidable nonbillable work is limited and leadership receives early visibility into capacity changes requiring hiring training cross-training or other workforce planning.

Requirements:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent; associate degree or relevant postsecondary education is preferred.
• Two or more years of scheduling dispatching service coordination client service operations or comparable experience in a fast-paced environment is preferred.
• Proven ability to coordinate multiple people clients appointments tickets and changing priorities at the same time.
• Strong understanding of capacity planning workload balancing productivity and the relationship between scheduling decisions and billable utilization.
• Excellent verbal and written communication skills with a professional client-focused approach.
• Exceptional reliability attendance follow-through organization and attention to detail.
• Ability to make sound prioritization decisions remain calm under pressure and escalate concerns promptly.
• Ability to learn technical terminology service workflows PSA platforms dashboards automation and AI tools quickly.
• Experience with HaloPSA ConnectWise Autotask ServiceNow or another ticketing or professional services automation platform is a plus.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

This position requires dependable coverage during assigned business hours and may occasionally require schedule adjustments to support client needs operational priorities or team coverage. The employee must maintain confidentiality and comply with all company security acceptable-use client-service and employment policies.

EEO Statement:

Twinstate is committed to complying with all federal state and local equal employment laws. To that end the company is dedicated to maintaining a work environment that is free from harassment and discrimination based on the following protected classes: age race (including traits historically associated with race which include but are not limited to hair texture and protective hairstyles such as braids locks and twists) creed color national origin (including ancestry) religion gender or sex sexual orientation (including transgender status gender identity or expression) pregnancy (including childbirth lactation and related medical conditions) disability reproductive health decision making (including but not limited to the decision to use or access a particular drug device or medical service) marital status partnership status caregiver status domestic violence victim status familial status military status unemployment status citizenship or immigration status genetic information (including genetic characteristics) or any other protected status under federal state or local laws.

The Company is dedicated to the fulfillment of this policy with respect to all aspects of employment including but not limited to recruiting hiring placement transfer training promotion compensation termination and all other terms conditions and privileges of employment. The Company will conduct a prompt and thorough investigation of all allegations of discrimination harassment retaliation or any violation of the Equal Employment Opportunity Policy in a confidential manner. The Company will take appropriate corrective action if warranted. The Company prohibits retaliation against employee(s) who provide information about complain about or assist in the investigation of any complaint of discrimination or violation of the Equal Employment Opportunity Policy.