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 company’s 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 Twinstate’s 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 Twinstate’s 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.