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