Client Relations Admin

Job Description

Job Description

Are you a proactive, detail-driven professional who thrives in a fast-paced environment and enjoys building strong client relationships? Join our dynamic Client Relations team supporting impactful partnerships with institutions in the higher education sector.

We are seeking an energetic and self-motivated individual who is passionate about delivering exceptional client service. In this role, you’ll play an administrative role in the day-to-day operations of our client-facing team, working closely with colleagues across departments, to ensure seamless support and outstanding service for our college and university partners. 

Duties and Accountabilities

Administrative and Transactional Support 

• Provide day-to-day administrative support for assigned client accounts and Client Relations operations. 
• Assist with lost and damaged replacement requests according to approved procedures. 
• Address low complexity client order inquiries and route higher complexity matters to Tier II or the Director of Client Relations as appropriate. 
• Support internal coordination across departments to help resolve client needs within established procedures. 

CRM and Record Maintenance 

• Maintain and update client records in the CRM system with accuracy and timeliness. 
• Document client interactions, assigned tasks, follow ups, and escalation context as required. 
• Assist with contact cleanup, account record updates, and documentation preparation. 

Client Education and Communication Support 

• Support Credential Connections client education efforts, including webinar follow ups and navigation of recorded training resources. 
• Support main telephone system coverage and route calls appropriately. 
• Communicate clearly, professionally, and confidently with clients by phone and in writing, using appropriate tone, articulation, and judgment consistent with CR standards.

Escalation and Learning 

• Escalate issues outside Tier I authority with clear documentation and recommended next action where possible. 
• Shadow Tier II team members on onboarding, renewal, calibration, and account management activities to build foundational knowledge. 
• Perform other duties as assigned to support Client Relations operations. 
• Other duties as assigned.

Requirements

• 1-3 years’ experience in customer service or administrative experience. 
• Strong attention to detail and organizational skills. 
• Ability to prioritize tasks and follow established procedures. 
• Associate degree or bachelor’s degree preferred. 
• Experience with CRM (Client Record Management) systems a plus, Microsoft Dynamics 365 preferred. 
• Strong client-facing verbal and written communication skills, with the ability to communicate clearly, professionally, and confidently. Verbal communication must be sufficiently clear and understandable to support effective client interactions by phone.
• Demonstrated interest in developing a career in account management or client relations. 
• Dedication to hospitality and client satisfaction.

General Expectations

• Ability or demonstrable proficiency with Microsoft Office programs (Outlook, Word, and Excel) as needed for completion of daily tasks, internal communication, and/or reporting.
• Superior problem-solving capabilities to effectively resolve various client/student problems and situations. 
• Ability to communicate clearly, professionally, and respectfully in both verbal and written interactions with clients, service providers, and coworkers. Verbal communication must be sufficiently clear and understandable to effectively receive, communicate, and respond to client information by phone.
• Critical thinking and information systems oriented. 
• Interest in technology and in keeping current with software innovations and future industry trends.
• Ability to quickly learn and serve as the department liaison on all information systems applications and knowledge bases as needed for the timely completion of daily tasks.
• Ability to read, process, and follow written directions and procedures.
• Ability to begin, continue, or find work without needing to be told or encouraged to do so.
• Ability to maintain focus and concentration for long periods of time on computer- (seated) tasks.
• Ability to maintain routine and predictability in dynamic and open office environment.
• Ability to prioritize, accomplish goals within set timeframes, and maintain required metrics as per job specifications.
• Ability to work in concert with a team or independently, with or without direct supervision/guidance as needed.
• Ability to self-manage and multi-task while making fact-based or historically valid and justifiable decisions.
• Ability to assist, support, or work in close and harmonious relationships with all inter- and intra-departmental personnel as needed or requested.
• Good vision, with or without corrective lenses, to sustain adequate visual focus over a period of time.
• Ability to consistently comply with established procedures, rules, and regulations.

Compensation and Benefits

• Full-Time, Monday through Friday, 8:30 am to 5:00 pm with occasional weekday overtime as needed.
• Competitive hourly wage.
• Medical, dental and vision insurance based upon length of service qualifications.
• Retirement plan with company matching based upon length of service qualifications.
• Paid sick- and annual-leave based upon length of service qualifications. 
• Partial paid holidays based upon length of service qualifications.