Job description

What are we looking for?
A kick-ass Service & Project Coordinator who is enthusiastically client-centric, committed to excellence, dependable, and accountable.

Where are we looking?
Greater Boston Metro Area (this is a hybrid position that will require limited onsite visits)

What type of job is this?
Full-time. And then some. (Hey, what did you expect? We’re a service-based company with demanding clients!)

Who would you report to?
Our Manager of our Technology Member Services Team.

What will really get our attention?

• Strong understanding of how personal technology works (e.g. smartphones, personal computers, tablets, cloud services, email, etc.)
• High degree of comfort using Apple products
• If you’re a genuine tech geek (or a previous Apple Genius)
• If you’re familiar with Control4 systems and programming
• If you think being called OCD is a high compliment

What do we bring to the table?

• Competitive salary
• 100% company-paid medical insurance premiums
• Eligibility for dental, vision, short-term disability, and life insurance
• Flexible time off policy
• Flexible remote work policy
• Employee funded 401K plan

Who is our TMS Team?
Our Technology Member Services team is dedicated to providing impeccable, white-glove tech support service to our clients - some of the highest net-worth individuals and families located around greater Boston.

These highly discerning clients rely upon our TMS team to provide them 24/7, highly sensitive “concierge” service for all of their personal and home technology - smart phones, tablets, home security systems, lights/speakers, etc. Think of our TMS Team as a personal IT Director for each of our clients in their homes and personal lives. When something goes wrong with one of their pieces of technology, we’re there to get it running again. When they’re ready to renovate their home or purchase a new vacation home, we’re there to project-manage anything related to the installation of technology in those homes. When they simply need a laptop upgrade, we’re there to not only recommend the one best suited for them, but we also get it up and running for them with all their old apps and other tools already installed onto the new one. We also go beyond just reacting to everything they tell us they need; we also seek to proactively understand their lifestyle and how technology relates to that lifestyle, and we then recommend the best technology to meet those lifestyle needs.

Our team works closely together to ensure our clients’ issues are acknowledged within 30 minutes whenever they reach out to us with an issue. We interface with our clients via email, phone, text, and through onsite visits when necessary. When responding to our clients, we provide them with a holistic solution. We make sure we do our research and provide them with a solution that addresses not only the issue at hand, but also proactively addresses any tertiary issues they may encounter with their technology as a result of said issue and/or solution.

Our team mission is to maintain the highest level of professionalism. We come prepared to address the problem, prove our knowledge of the situation, provide a solution, and emote our passion and commitment to helping our clients.
Our clients pay us a lot of money to do this for them. A lot. In return, we do everything in our power to never, ever let them down.

What would a typical day look like?

The responsibilities of this role can be divided into two major buckets:

Bucket 1 - Project Coordinator:
Our clients frequently ask us to spearhead projects in their homes related to the installation and/or upgrade of new home technology. When our Team Manager sells one of these new projects, it’s your job to convert his proposal and integrate it into our systems so that the project can begin on time, stay on track, and end on time. You’ll assist him by ordering/tracking equipment shipments, scheduling our field techs to be onsite for project related needs, and by regularly communicating with the clients so that they always know the latest status of their project.

Bucket 2 - Service Coordinator:
If you determine that the client needs an on-site visit from one of our field specialists, you’ll make that happen. In conjunction with the specialists, you’ll “manage their daily schedules” efficiently and effectively to maximize the “client experience” for our members. But that’s just the “reactive” of the role. There’s also the “proactive” side of the covenant we’ve made with our clients.

You’re also spending your time in our Zendesk system - updating tickets with the latest information, prioritizing the order of tickets according to each client’s needs, and then closing tickets when issues have been adequately resolved by our field techs. A well-organized and maintained ticketing system is paramount to our team’s success, and you’ll be the point person ensuring that all tickets are properly updated, prioritized according to needs, and then properly closed out.

By the way, there may be some occasions when the field techs are all tied up with other onsite work, and you might be needed for an on-site visit. We don’t envision this happening frequently, but there is the potential for it to occur. In such cases, these onsite visits would occur in Boston proper (most of our clients live in the neighborhoods of Beacon Hill, Back Bay, and Brookline).

In summary: we’re looking for someone to help our team bring order to their daily chaos so that the field techs can focus on delivering exceptional service to our members.
You will be responsible for seamlessly holding everything together by executing the daily operational and logistical tasks necessary to help each member of the team do their job effectively and expeditiously.

Curious if you’ll fit our culture?

• Do you believe there’s always room for improvement? We are constantly in the pursuit of perfection when it comes to our client experience.
• Do you always have a backup plan? Things rarely go according to plan, so it’s important to be prepared. Or have MacGyver’s cell number.
• Are you frequently putting yourself in others’ shoes? We pride ourselves on being empathetic to any partner’s situation and give them the benefit of the doubt.
• Do you always dot your i’s and cross your t’s? Attention to detail is a must. We don’t bend on this one.
• Can you keep a secret? Good, because our end-users’ privacy is a top priority.
• Are you happy to lend a helping hand? We’re a small, tight-knit group and at times all wear a number of different hats.
• Are you transparent and do you prefer addressing the elephant in the room? We pride ourselves on being upfront and honest and believe it’s one of the things that sets us apart from the pack.
• Do you pick up the ball that someone else may have dropped? We’re looking for people that own the company's goals beyond just doing their job.
• Are you OK with making a mistake? We are too, as long as we learn from them and don’t repeat them.

What should you bring to the table?

• 1-2 Years of Project Management experience
• Experience using G-Suite, Slack, Zendesk (or other ticketing systems), CRM-systems
• Expert ability to quickly learn and adopt other new software tools
• Demonstrably superb organization skills
• Unflappable interpersonal and client-service skills
• A rabid, borderline freakish dedication to detail
• Reliable work ethic - our systems, teams, and processes will depend on you
• The ability to make informed, independent decisions about how to juggle multiple projects and priorities
• Excellent written and verbal communication skills
• Self-starter mentality, capable of working independently when needed
• Ability, and the passion, to write clean documentation and processes

Job Type: Full-time

Pay: $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

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