Client Care Coordinator - Service

Motion LP•North York, ON

36d•CA$35,000 - CA$45,000•Onsite

About The Position

The Client Care Coordinator - Service role is responsible for delivering an outstanding customer experience to clients, their loved ones, and community healthcare practitioners. This role prioritizes client comfort and attention, ensuring they feel welcome and cared for. The position also drives behind-the-scenes efficiency and processes, and collaborates with colleagues in the store and warehouse. The role offers growth opportunities within the Service team, allowing the individual to gain a deep understanding of the mobility and accessibility industry, including products, services, funding processes, repair workflows, and service operations. It also focuses on developing coordination, problem-solving, and client relationship management skills, with ownership over a portfolio of service orders from start to finish. The impact of this role is significant, as it directly improves the lives of clients who rely on mobility equipment for independence. The company fosters a culture of continuous learning and professional growth, offering access to an internal Learning Portal, opportunities to learn from experienced leaders and cross-functional teams, exposure to multiple business areas, and chances to attend industry events.

Requirements

Experience in a fast-paced customer service, service coordination, dispatch, healthcare administration, or office environment where managing multiple priorities was essential.
Ability to thrive in a high-volume setting.
Ability to effectively organize competing demands.
Understanding of the importance of following tasks through to completion.
High proficiency with Microsoft Office Suite.
Comfortable working across multiple software platforms simultaneously.
Ability to quickly learn new systems and processes.
Exceptional organization and detail orientation.
Natural ownership of work, maintenance of accurate records, consistent follow-up, and proactive identification of next steps.
Understanding that successful coordination depends on staying ahead of deadlines, communicating effectively, and ensuring every client order continues moving forward until it is fully resolved.
Excellent communication skills and ability to build trust with clients and colleagues.
Confidence handling a high volume of inbound phone calls and email correspondence while providing compassionate, professional service.
Ability to communicate clearly, manage expectations effectively, and remain calm and solution-focused when responding to urgent or complex situations.
Enjoyment of working cross-functionally and ability to build productive relationships with colleagues across departments.
Resourcefulness, proactivity, and comfort following up with multiple stakeholders to resolve issues, remove roadblocks, and ensure positive outcomes for clients.
Understanding that every interaction matters.
Approach every client with empathy, patience, and professionalism while balancing business priorities and operational requirements.
Commitment to delivering an exceptional client experience through responsiveness, ownership, and consistent follow-through.
Ability to successfully complete a criminal background check.
Bondable.

Nice To Haves

Experience coordinating service work.
Experience with scheduling.
Experience with repairs.
Experience with funding.
Experience with case management.

Responsibilities

Own the client service journey by being the primary coordinator for assigned service orders from intake through completion.
Receive incoming service requests by phone, email, and in person, gather necessary information, create accurate service work orders, and ensure each repair progresses efficiently through each stage of the process.
Coordinate repairs from start to finish by managing multiple active service orders simultaneously.
Coordinate with Service Technicians, Sales Consultants, suppliers, funding partners, and internal departments to ensure equipment repairs, maintenance, and warranty work are completed accurately and on time.
Keep service orders moving by proactively monitoring the status of open orders, following up on outstanding tasks, ordering replacement parts, submitting funding requests and supporting documentation, obtaining approvals, scheduling technician appointments, and resolving issues before they become delays.
Take ownership of workload and ensure nothing falls through the cracks.
Communicate with clients by providing timely updates on repair status, answering questions, managing expectations, and responding professionally to urgent inquiries by phone and email.
Collaborate across teams by building strong working relationships with technicians, sales consultants, client care, funding specialists, suppliers, and branch leadership to ensure accurate information is shared and client needs are met.
Follow up with others and coordinate across multiple departments to achieve the best outcome.
Maintain accurate documentation by working within multiple systems and databases to document client interactions, update service records, process work orders, prepare quotes, maintain funding documentation, and ensure all client information remains complete, accurate, and up to date.
Prioritize in a fast-paced environment by confidently balancing competing demands, adapting quickly, and remaining organized while delivering excellent service and maintaining attention to detail.

Benefits

Fair and attractive compensation with a salary range from $35,000 - $45,000 annually.
Eligibility to a comprehensive benefits package.
Robust vacation and personal days allotment.
RRSP/DPSP match program.
Maternity/parental leave top-up.
Employee Assistance Program.
Employee Discount Program.
Tenure recognition through our Motion Milestone Program.
Employee Referral Bonus Program.
Professional Development Reimbursement.
Eligibility to the company’s pooled bonus plan.
Goodlife Fitness corporate membership discount.
A safe, respectful, and supportive work environment including company-provided safety equipment and resources.