Client Care Specialist

Job Description

Job Description

Overview

ECAD is seeking a compassionate, organized, and highly communicative Client Care Specialist to support individuals, families, and facility partners throughout their journey with ECAD. This role helps guide applicants and clients from first inquiry and application through Team Training, graduation, ongoing aftercare, recertification, and successor-dog transitions, while also supporting communication and coordination for ECAD’s Facility Dog placements in schools, hospitals, and other partner organizations.

The Client Care Specialist serves as a primary point of contact for applicants, clients, graduates, and facility representatives, helping ensure that every person and organization receives clear guidance, timely communication, and a supportive, well-documented experience. The ideal candidate brings both warmth and structure: excellent follow-through, strong communication skills, comfort managing multiple client and facility relationships at once, and the ability to maintain accurate records and workflows in Salesforce. This position works closely with ECAD’s Programs team to coordinate documentation, training logistics, client and facility communication, and long-term graduate support, helping nurture, empower, and transform the lives of the people and communities ECAD serves.

ESSENTIAL DUTIES AND RESPONSIBILITIES : include but not limited to

Inquiry & Applicant Support

• Respond to phone/email inquiries about service dog placement and program requirements.
• Provide clear, compassionate guidance through the application process; confirm completeness and next steps.
• Maintain timely, proactive communication with applicants (phone, email, CRM reminders/workflows).
• Maintain accurate applicant records in Salesforce/CRM.

Interview & Acceptance Coordination

• Coordinate interviews once applications are complete, in consultation with the Director of Programs.
• Track and communicate readiness factors (e.g., funding status, client needs) to support appropriate timing of placement and training.

Team Training Planning & Logistics

• Partner with the Director of Programs to set Team Training dates and manage the annual training calendar.
• When placement criteria are met, coordinate invitations and confirm attendance and requirements.
• Collect, review, and track required paperwork for Team Training; ensure documentation is complete and stored appropriately.
• Ensure training materials/manuals are current and prepared for each class.
• Prepare facilities and participant needs for Team Training; provide non-instructional support during training.

Graduation & Certification

• Support graduation logistics and communication.
• Prepare graduation packets and required certification documentation.

Post-Placement Support & Recertification

• Schedule and administer recertifications and follow-up requirements; prepare badges/paperwork as needed.
• Provide ongoing client support by coordinating questions, concerns, resources, and referrals to the Programs team as appropriate (phone/virtual/in-person).
• Maintain long-term client relationships through the working life of the team, including transitions such as successor dogs and end-of-life support communication in coordination with Programs leadership.

Data, Documentation, and Continuous Improvement

• Maintain accurate, up-to-date client and team records in Salesforce/CRM, ensuring documentation is complete and audit-ready.
• Create and maintain templates, checklists, and workflows to improve consistency and reduce bottlenecks across the client lifecycle.
• Support reporting needs (e.g., application pipeline status, training rosters, recertification schedules) as requested.

Outreach & Client Recruitment Support

• Support recruitment of new clients as needed, including responding to inquiries and coordinating next steps.

Qualification, Education, Experience & Skills

• Education: Bachelor Degree or equivalent experience in business, account management, and/or project manager.
• Experience: Minimum of 2–3 years of experience in client services, account/client management, case coordination, program coordination, project management, or a similar role.
• Salesforce/CRM Experience Required: Hands-on experience using Salesforce or a comparable CRM/database system to manage client records, track communication, monitor deadlines, document follow-up, and support reporting.
• Direct Salesforce experience is strongly preferred.
• Excellent working knowledge of software applications, including Microsoft Word, Excel, Google Workspace, Adobe/PDF tools, and online forms or document management systems.
• Exceptional client service mindset; able to communicate with empathy, patience, professionalism, and clarity with people with disabilities, families, graduates, and partner organizations.
• Highly organized and detail-oriented; able to manage multiple client cases, facility partner relationships, timelines, documents, and follow-up tasks simultaneously.
• Strong written and verbal communication skills, including the ability to prepare clear emails, templates, checklists, and client-facing materials.
• Comfortable working independently while collaborating closely with Programs staff and other departments.
• Tech-forward and process-minded; able to identify workflow gaps, improve systems, and maintain accurate, audit-ready records.
• Professional judgment, confidentiality, and discretion when handling sensitive client, graduate, medical, disability-related, and organizational information.
• Ability to multitask, prioritize competing needs, and maintain consistent follow-through.
• Must be able to work around dogs and other animals; no condition that would be aggravated by animal exposure.
• Must be able to lift up to 50 lbs.

At ECAD, client care is about more than managing paperwork and timelines — it is about helping people feel supported, prepared, and connected throughout their journey with a Service Dog or Facility Dog. If you are organized, empathetic, tech-comfortable, and motivated by work that nurtures, empowers, and transforms lives, we would love to hear from you!

ECAD, Educated Canines Assisting with Disabilities is a nonprofit organization that educates and places Service Dogs with people living with disabilities. At the heart of our mission is the drive to create a team, one person - one dog, to share a life without restrictions.

Through the use of positive and motivational training techniques the primary responsible of an Early Puppy Instructor is to create an environment in which the dogs assigned to them are learning to be become an Service Dog.

Company Description

ECAD, Educated Canines Assisting with Disabilities is a nonprofit organization that educates and places Service Dogs with people living with disabilities. At the heart of our mission is the drive to create a team, one person - one dog, to share a life without restrictions.\r\n\r\nThrough the use of positive and motivational training techniques the primary responsible of an Early Puppy Instructor is to create an environment in which the dogs assigned to them are learning to be become an Service Dog.