Service & Outreach Coordinator

Coastal Computer Consulting is a Managed IT Services Provider serving businesses across the Southeast. We help organizations operate securely, efficiently, and proactively.

As the Service & Outreach Coordinator, you will ensure every client feels seen, supported, and confident, orchestrating their experience from the first call to final resolution. This position is the heartbeat of our daily operations and plays a key role in scaling our service excellence.

This is a high-responsibility, client-facing operations position for someone who thrives on organization, accountability, and follow-through. If you enjoy supporting a fast-paced team, and taking ownership of outcomes, this position offers long-term growth within a stable and growing IT company.

Core Responsibilities

Service Operations & Help Desk Coordination

• Field incoming client calls, quickly pinpoint the core issue, and capture all pertinent details as you create service tickets in our ticketing system.
• Direct ticket assignment and track ownership, ensuring every request lands promptly with a qualified team member and never sits unclaimed past our deadlines.
• Read tickets, flag issues, and escalate service requests to meet or exceed SLAs.
• Document every update in real time, providing teammates with a clear and complete record to keep work moving forward.
• Review, monitor, and proactively follow up on open tickets until they are resolved.
• Keep daily tabs on pending service requests to ensure client satisfaction and on-time results.
• Work closely with the Leadership Team to align priorities, shape workflows, and capture process improvements.

Sales & Business Development Support

• Connect local businesses with solutions that help them operate more securely and confidently.
• Schedule First-Time Appointments (FTAs) between prospects and leadership.
• Maintain CRM accuracy and hygiene across all communications.
• Make outbound follow-up calls to nurture leads and maintain pipeline velocity.
• Assist with tracking outreach activity and report sales metrics weekly and monthly.
• Identify potential new business opportunities within the local market.
• Stay informed about company services and industry trends to confidently represent Coastal.

Client Experience & Relationship Building

• Serve as the first professional point of contact for client service requests.
• Engage with clients and prospects via phone, email, and professional social platforms.
• Proactively nurture relationships with consistent follow-up, helping clients feel valued and preventing issues from resurfacing.
• Represent Coastal at select networking events and community engagements.
• Ensure contacts are documented and promptly followed up with.
• Support company-hosted event logistics to create a seamless experience.

Leadership & Administrative Support

• Manage calendars, confirm appointments, and track leadership priorities.
• Prepare meeting agendas, recap notes, and assist with research as needed.
• Support cross-functional communication to maintain smooth internal workflows.
• Assist with marketing and outreach coordination.

What Success Looks Like

• 100% of appropriate inbound calls converted into properly documented tickets.
• No unassigned tickets beyond 24 hours.
• Service Level Agreements consistently met or exceeded.
• CRM records remain clean, up to date, and actionable.
• First-time appointments are scheduled and confirmed efficiently.
• Follow-ups completed within 1 business day.
• Team calendars remain organized and proactive.
• Sales outreach activity is consistent and documented.
• Consistent, reliable attendance and punctuality.
• Clients experience clear, professional communication at every touchpoint.

What It Takes

• Exceptional reliability and professional attendance.
• Strong organizational and time management skills.
• Comfortable managing call volume and multitasking across systems.
• Confident, professional phone presence.
• Strong written communication skills.
• Detail-oriented with real-time documentation discipline.
• Tech-savvy and eager to stay current on industry trends.
• Self-motivated and goal-oriented.
• Calm under pressure.
• Proactive mindset, anticipating needs rather than reacting.

Growth Opportunity

Advancement is both encouraged and attainable. As the company expands, additional growth paths are also available.

Schedule

Monday – Thursday: 8:15 AM – 5:00 PM
Friday: 8:30 AM – 4:00 PM

This is an in-office role.