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Client Service Coordinator

Austin Peay State University

Austin Peay State University

Customer Service
Clarksville, TN, USA
Posted on Aug 20, 2025
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Position Summary Information
Position Summary
The Client Services Coordinator functions under the general guidance and supervision of the Technical Services Director. The Client Services Coordinator will be responsible for quality control, the knowledge base, switchboard, and supervision of phone operations.

Austin Peay State University is a four-year public, doctoral-level university, with six colleges and four Chairs of Excellence. The University has an enrollment of over 10,000 students and is located in Clarksville, Tennessee, a community of an estimated 180,000 people located approximately 40 miles northwest of Nashville, TN.
Primary Duties and Responsibilities
  • Triage user-reported issues and take prompt, appropriate action toward resolution.
  • Maintain the ITSM Knowledge Base and identify knowledge gaps through usage reports.
  • Develop and update internal and external policy and procedural documentation.
  • Monitor systems for threats and vulnerabilities; utilize internal monitoring and work order systems.
  • Lead new employee orientation and training; support registration and orientation events.
  • Hire, train, and supervise student workers.
  • Manage GOVSTECH switchboard and telephone operations daily.
Respond to end-user complaints and maintain customer satisfaction metrics
  • Perform other related duties as assigned.
Knowledge, Skills, and Abilities
  • Proficient in computer systems, electronics, and digital/telephonic communications.
  • Strong communication, attention to detail, and initiative in professional settings.
  • Skilled in creating training materials and style guides for systems and applications.
  • Effective in engaging with diverse populations and maintaining confidentiality.
  • Compassionate and solution-oriented in user support and technology troubleshooting.
Physical Requirements
  • Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Required Minimum Qualifications
  • Bachelor’s degree in Computer Science or related field OR 4 years of experience in desktop support and troubleshooting.
  • Demonstrated customer service and management experience.
  • Submission of official transcript (if applicable) and three professional references required.
  • An official transcript (if applicable) and names, addresses and phone numbers of three (3) references will be required for the successful applicant
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