Department:  Sales & Marketing
Reports to:  President

Position Summary

At Secarus, a Relationship Manager is entry-level, part-time, hourly position responsible for attaining maximum client satisfaction through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be qualified and dispatched to the appropriate internal and/or field resource(s).

The Relationship Manager is also a supportive role that acts as an administrative assistant to the internal teams, while also facilitating collaboration within the teams. The Relationship Manager will also function as a liaison between the various departments within the organization.

 

Essential Duties and Responsibilities

  • Act as the single point of contact to the customer for all types of service requests.
  • Coordination of all support groups to ensure maximum utilization of billable resources.
  • Pre-process service requests as they arrive through email, manual entry, or direct customer input.
  • Schedule internal and field resources on the ConnectWise Manage dispatch portal.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Monthly report creation & service documentation maintenance and review
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

 

Additional Duties and Responsibilities

  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of support resources.
  • Escalate service requests that cannot be scheduled within agreed service levels.
  • Report the utilization of Support resources and successful completion of service requests to the Service Desk Manager.
  • Responsible for entering time and expenses in ConnectWise Manage as they occur.
  • Understand processes by completing assigned training materials
  • Enter all work as service tickets
  • Document internal processes and procedures related to duties and responsibilities

 

Knowledge, Skills, and/or Abilities Required

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, however, the work location is not ADA accessible.

  • Basic computer and operating system knowledge.
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.
  • A valid driver’s license and ability to travel to client sites, when required
  • Ability to climb stairs and occasionally lift up to 50 pounds

 

Previous Experience Requirements

  • BA/BS, preferably in business administration, or a related field.
  • 1-3 years of IT-related customer service experience.

 

Company Information

Secarus is a fast-growing Managed IT Services Provider (MSP) on the north side of Chicago. We serve a vast array of clients in and around Chicago as well as in several other states. Founded in 2013, we’ve grown exponentially and are looking for top-tier talent to grow with us.

 

Benefits

Full-time team members have access to a smorgasbord of benefits including:

  • Performance based incentives
  • Generous bonus programs
  • Full on-the-job training & support
  • Fun working environment and culture
  • Great opportunity for advancement
  • Access to health, vision, and dental insurance
  • Paid vacation and sick leave
  • 401(k) with company match (Coming Soon!)
  • Gym membership … and more!

 

Next Steps

Please send a full resume to Careers@Secarus.com to begin the application process. Be sure to introduce yourself in the email and let us know why you're considering a career with Secarus. Eligible candidates will receive further instruction for beginning the interview process after their credentials have been thoroughly reviewed. Only local candidates need apply.

The statements above are intended to describe the general nature and level of work being performed by a person assigned to this position.  Other duties may be assigned as needed.