Job Description

Job Description:

Untangled is seeking a warm, organized, and tech-savvy Client Relations & CRM Coordinator to join our growing team. This hybrid role blends client support, CRM and ticket management, and service coordination to ensure an exceptional experience for both our clients and internal teams.

The ideal candidate is a “people person” with excellent communication skills, a proactive attitude, and a keen eye for detail. You thrive on building relationships, keeping things running smoothly behind the scenes, and you're comfortable navigating CRM systems and light technical challenges (no IT skills required, just a good head for how things work!).

This role is central to managing our client relationships, supporting service delivery, and ensuring timely communication across all stakeholders, including our Service Technicians, Project Managers, and Accounting Team.

Key Responsibilities:

CRM & Ticket Management:

• Handle inbound service requests through our CRM and ticket management system.
• Track, update, and maintain accurate records of service tickets from intake to resolution.
• Monitor CRM activity and follow up on pending client feedback and service issues.
• Ensure client information and communication logs are consistently updated in the CRM.

Client Liaison & Communication:

• Serve as the primary point of contact for client inquiries related to services or follow-ups.
• Maintain warm, conversational, and professional communication with clients via phone and email.
• Follow up on service experiences to request feedback and maintain long-term client satisfaction.
• Proactively escalate delays or technical issues to the relevant team members.

Scheduling & Coordination:

• Schedule service technicians using our CRM system, ensuring clarity of location, scope, and task.
• Coordinate internal calendars for service and project work, updating as changes arise.
• Support Project Managers by helping schedule Projects, documenting decisions, and tracking progress in the CRM.

Administrative & Operational Support:

• Assist in creating and maintaining internal documentation and Standard Operating Procedures.
• Support CRM data accuracy with naming conventions, hardware checklists, and task statuses.
• Attend team meetings and document action items.
• Provide deskside troubleshooting support when needed; think "quick fix" not "IT helpdesk."
• Help maintain shared tools like Microsoft Teams, Excel, Outlook, OVRC, and Projects 360.

Preferred Skills & Attributes:

• Familiarity with CRM or ticket management systems (e.g., Projects 360 or similar).
• Strong organizational and multitasking skills.
• Friendly, client-first communication style.
• Comfortable with technology; able to spot and flag potential technical issues.
• Detail-oriented with strong follow-through.
• Social media or marketing experience is a plus.

Bonus Points For:

• Experience in service coordination or administrative support roles.
• Exposure to tools such as Projects 360, OVRC, or Microsoft 365 suite.
• An interest in digital marketing or social media engagement.

Why Join Us? At Untangled, we value meaningful relationships—with our clients and within our team. You’ll be part of a collaborative and supportive work environment where your voice matters, and your role directly impacts client satisfaction and operational success.

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