Client Care Specialist

Job Description

Job Description

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 and requires a commitment of between 24 and 30 hours per week.

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 don’t 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