Client Care Specialist

Job Description

Job Description

Salary: commensurate with experience

Summary

The Client Care Specialist is responsible for client-facing administrative functions of MLS Educational Consultants, including scheduling lessons and meetings, handling records management, greeting walk-ins in the office, greeting new parents and students at the first lesson and at meetings. The position operates as part of the Scheduling Team.

Specific Duties

Responsible for growing the practice through timely attention and clear client communication

Monitor the scheduling inbox and respond to current and potential clients immediately, as this is the foundation of client care

Communicate with clients primarily by phone with confirmation emails

Ensure a response to client emails within 12 hours of receipt every day of the week

Maintain the Scheduling inbox at twenty or fewer client emails at the end of each day

Snooze client emails that dont require immediate attention until the next day the office is physically open

Post important client emails to behavioral notes in the students Teachworks profiles

Work with senior management, other schedulers, and tutors to promptly schedule student lessons

Participate in daily collaboration sessions with tutors and management to gather pertinent information, schedule new clients, rescheduled lessons, and one-off lessons

Inform Education Program Director and Operations Manager if a need arises for additional tutoring staff based on client demand

Coordinate with all schedulers, including sharing client information

Read minutes from test prep and college admissions meetings and stay informed about students of concern

Check for behavioral notes and provide information to the Test Prep tutor at the beginning of client engagement

Work with senior management to schedule part-time tutoring staff

Work with tutors and tutoring managers to find substitutes for staff on leave

Onboard new clients by collecting student information, student portal logins,and providing registration link, emergency forms, service description documents, and pricing

Maintain student emergency forms

Request student testing reports, 504 Plans, IEPs whenever available, and maintain such confidential material in MLS Privileged Resources in the Scheduling Drive

Schedule introductory meeting for new clients

Schedule parent meetings when required

Inform tutor managers and senior management of client concerns

Greet students, parents, walk-in prospective clients, and visitors as they enter the office

Answer the office phone

Provide Billing Manager with an updated Prospective Clients document at the end of each month for use in client invoices.

Prepare room assignments for daily lessons, post them on the Heather Board and outside individual tutoring rooms

Prepare New Student notices, post them next to the Heather Board and outside individual tutoring rooms

Maintain a professional image as the face of the practice

Other duties as necessary

Qualifications

Excellent organizational skills, detail oriented

Ability to work independently and flexibly

Ability to work during non-scheduled hours as needed

Ability to collaborate with other team members

Ability to work with challenging clients

Ability to learn and navigate multiple daily used online portals

Excellent communication and interpersonal skills

Good listening skills

Conflict management skills

Ability to recruit staff as needed

Ability to pass a background check