Client Care Specialist

MLS Educational Consultants•McLean, VA

7d•Onsite

About The Position

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.

Requirements

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

Responsibilities

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