Client Care Specialist

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 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