Client Success Coordinator
About The Position
The Inbound Client Success Coordinator serves as a point of contact for clients during business hours, responding to inquiries and providing accurate, efficient support. The role delivers client-focused service through phone, email, chat, and video interactions, and requires active listening, strong communication, and the ability to recognize when an issue should be referred to a legal or tax professional rather than answered with advice. The Coordinator identifies client needs, directs clients to appropriate departments, works with internal resources and professionals to resolve issues, and follows up on requests. The role also involves learning the company’s services, policies, and procedures; improving communication and coordination processes; and supporting the Client Success team with administrative tasks.
Requirements
- Bachelor’s degree, or a combination of education and relevant work experience in lieu of a degree.
- At least 3 years of customer service experience.
- At least 2 years of professional-level work experience.
- Comfort using technology and word-processing systems, such as Google Workspace and RingCentral.
- High degree of accuracy and attention to detail.
- Strong verbal and written communication skills.
- Ability to work independently and prioritize tasks effectively.
- Comfort working in a fast-paced, dynamic environment.
- Strong active-listening and communication skills.
- Proactive attitude toward learning and adapting.
Nice To Haves
- Additional certifications or coursework related to customer service or client coordination.
Responsibilities
- Serve as the first point of contact for client inquiries and aim to resolve issues on the first call with minimal transfers.
- Communicate with clients by phone, email, chat, and video to answer questions, provide information, and follow through on requests.
- Provide exceptional, client-first service while handling basic and complex inquiries.
- Identify client needs and direct clients to the appropriate department for assistance.
- Use internal resources and collaborate with professionals across departments to resolve client issues promptly.
- Operate RingCentral live chat and manage email support requests, including active follow-up.
- Develop and maintain knowledge of company services, policies, and procedures.
- Identify opportunities to improve client communication and coordination processes, and implement best practices to improve efficiency and client satisfaction.
- Assist with administrative tasks supporting the Client Success team.
- Perform other duties assigned by management to meet organizational goals.
- Recognize when client issues require input from legal or tax professionals.
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What This Job Offers
Job Type
Full-time
