WHAT DOES A CLIENT SERVICE COORDINATOR DO?
Published: July 16, 2024 - The Client Service Coordinator facilitates coordination between regional sites and headquarters, collaborating with the global IT team to enhance processes and customer satisfaction. This position's responsibilities include managing IT services, providing support across various locations such as clean room labs and remote sales teams, and addressing tier-one issues over the phone with escalation protocols. The role also entails visiting sites for hands-on support and maintaining detailed documentation to ensure high service standards for all business partners.
A Review of Professional Skills and Functions for Client Service Coordinator
1. Client Service Coordinator Duties
- Plan Implementation Supervision: Supervise and guide effective and proper implementation of plans, programs, and interventions.
- Program Development Leadership: Lead teams in the effective development and implementation of developmental programs.
- Team Development: Develop team members and identify training needs to achieve outcomes and goals.
- Progress Evaluation: Evaluate and report on progress and outcomes.
- Support Service Guidance: Guide and promote high-quality person-centered support services.
- Professional Interaction: Interact with external clients and internal professionals efficiently, timely and professionally to assist with service requests.
- Client Inquiry Response: Respond to potential and current client inquiries and requests for information and communicate needs and expectations to appropriate personnel.
- Relationship Development: Ability to develop and maintain strong relationships with clients.
- Client Collaboration: Collaborate with clients to understand challenges and opportunities and to help identify and prioritize goals/solutions.
- Client Liaison: Serve as a liaison between clients and internal teams.
- Relationship Maintenance: Builds and maintains strong, long-lasting customer relationships.
- Project Support Coordination: Support project coordination and daily workflows by engaging with cross-functional teams.
2. Client Service Coordinator Details
- Mission and Philosophy Communication: Upholds and fulfills the mission and philosophy of Sisters in Shelter in all areas of communication and public relations, whether written, spoken, or observed.
- Empowerment Provision: Provide hope, healing, and empowerment to survivors of human trafficking and domestic violence.
- Respectful Interaction: Demonstrate respect, trust, and positive communication to all SIS clients, staff, and within the community.
- Trauma Knowledge Exhibition: Exhibit knowledge and understanding of human trafficking and domestic violence, including risk factors, warning signs, effects of trauma, specific needs of survivors, and ability to empathize.
- Trauma-Focused Experience: Previous experience working with trauma-focused populations, whether in a volunteer or employment capacity.
- Confidentiality Maintenance: Maintains confidentiality regarding all operations of Sisters in Shelter including but not limited to client information, safe house location, and security of the safe house, etc.
- Client History Non-Disclosure: Clients are not required to disclose history or experiences.
- Non-Judgmental Service Provision: Provide services based on client self-report.
- Client Intake Coordination: Schedules and conducts intake assessment process with potential clients after receipt of the client referral form and promptly identifies needed services (case management and/or safe house placement).
- Client Orientation: Orienting client to expectations of SIS programming, and safe house rules/expectations, to ensure understanding, and scheduling follow-up for continuity of care.
- Case Plan Implementation: Implements Comprehensive Case Plans by creating realistic and time-bound goals: setting schedules and planning routines, facilitating connections.
- Resource Connection: Community resources (transportation, mental health, substance use treatment, and any other identified need).
3. Client Service Coordinator Responsibilities
- Transportation Provision: Provide all transportation needed for clients.
- Alternative Transportation Coordination: Find alternative means of transportation for a client (other staff, volunteers, or community transportation) if unable to transport the client themselves.
- Mentoring and Coaching: Provides ongoing mentoring, coaching, and support to clients appropriate to achieve the client’s goals.
- Progress Communication: Communicate the client’s progression with the Executive Director to evaluate the effectiveness of case plans and problem-solve concerns.
- Client Record Maintenance: Maintains complete client records by documenting case notes following every meeting with clients, including contact via telephone or other methods.
- Progress Documentation: Ensure documentation of the client’s progress or regression, as well as updates to the client’s case plan accordingly.
- Documentation Review: Ensure completion and allow the Executive Director to review all client documentation.
- Client Follow-Up: Maintains contact and follow-up with clients until services are ended either by the client or by SIS.
- Discharge Planning: Develop discharge guidelines with the client’s involvement and agreement, post-discharge planning as the client’s case progresses.
- Event Planning and Management: Plan, conduct, and monitor group recreational activities, fundraising, or other special events in consultation with the Executive Director.
- Professional Development: Update job knowledge by participating in educational opportunities (CEUs, conferences, professional publications, etc.) to remain up to date with current knowledge and concerns regarding Human Trafficking.
- Hour Tracking: Manually track working hours to turn in to the Executive Director to ensure the accuracy of pay.
4. Client Service Coordinator Job Summary
- Customer Request Management: Manage incoming customer requests, action accordingly, direct calls and emails to the team.
- Shipment Tracking: Track the customers’ shipments and ensure the client is updated throughout the whole process.
- Customer Relationship Management: Ensure clients are treated with the highest level of customer service, forming long-standing relationships between the company and the client.
- Query Response: Respond to queries in an efficient and timely manner.
- Client Acquisition Support: Support the Senior Client Directors to develop and execute a plan to attract new clients.
- Workflow Monitoring: Monitor workflows, workflow systems, invoicing, and lodgements.
- Appointment Management: Manage appointments with clients, prospects, and others.
- Client Issue Resolution: Handle client requests and solve client issues.
- Client Communication Preparation: Prepare letters and client reports.
- Database Management: Ensure the client database and records are up to date.
- Team Coordination: Work closely with offshore Accountants and Client Service Assistants.
5. Client Service Coordinator Accountabilities
- Client Communication: Communicate with clients and executives daily via phone, email, and in person.
- Internal Customer Support: Support various internal customers, such as Principals and Managers with operational details of managing clients, workflows, and other daily routine tasks.
- Proactive Follow-Up: Proactively follow up with clients regarding certain deadlines, pending deliverables, and appointments.
- Meeting Organization: Organize and confirm meetings with clients, candidates, partners, prospects, and internal customers.
- Urgent Response Planning: Plan and respond to urgent needs as they come up.
- Database Maintenance: Execute all functions necessary to maintain accurate electronic databases of prospect and client information by our internal procedures and guidelines.
- Confidential Data Handling: Exercise personal integrity and the ability to discreetly handle confidential data.
- Compliance Adherence: Maintain the highest compliance standards by adhering to the Firm’s HR policies and industry’s regulatory standards to mitigate risk to the Firm.
- Office Duty Sharing: Share administrative, reception, and general office duties as the need arises.
- Documentation Management: Ensure documentation of such situations.
- Case Plan Updates: Comprehensive Case Plans are to be updated monthly to ensure clients' programs are progressing promptly.
6. Client Service Coordinator Functions
- Plan Benefits Administration: Reports plan design concerns to the Account Representative that will enable the organization to accurately administer the plan benefits and implement an action plan.
- Client Meeting Preparation: Assists Account Representatives in preparing all client open-enrollment and renewal meetings.
- Client Meeting Attendance: Attends/conducts client meetings at quarterly and renewal times.
- Vendor Communication Facilitation: Facilitates calls and/or questions from vendors with the internal departments (Pharmacy Benefits, Utilization Review, Stop Loss, etc.).
- Task Management: Manages multiple tasks in a fast-paced environment while adhering to strict deadlines.
- Issue Response Time: Maintains standard 24-hour TAT on expedited issues.
- Client Communication: Maintains contact with clients on billing and cases via phone and email.
- Administrative Support: Performs administrative duties including data entry into CMS, uploading of documents to client portal, and ensuring all communication is documented.
- Communication Skills: Effectively communicates using written, oral, non-verbal, and active listening skills.
- Process Improvement Identification: Identifies and supports opportunities to drive process improvements that will increase output.
- Application Support: Provides application support, including general account creation, password resets, installation, and general troubleshooting.
- Work Order Screening: Routinely screens work orders and distributes them to appropriate subject matter experts.
7. Client Service Coordinator Job Description
- Regional Coordination: Coordinate support between the regional site and headquarters.
- Global IT Collaboration: Collaborate with the global IT team to improve processes and enhance customer satisfaction.
- Local IT Coordination: Coordinate IT services with shared services at the local site and provide support via telephone.
- Remote Management: Remotely manage client machines located throughout various locations including associate cubicles, clean room labs, manufacturing line, and remote sales and service teams.
- Project Participation: Participate in special projects, both regional and global.
- Executive Support: Provide elevated support to the Client’s Executive Management staff and corresponding admins.
- Procedure Adherence: Follow established procedures and create and update documentation.
- Issue Ownership: Assume ownership of end-user issues and strive to provide excellent service to all business partners.
- Record Creation/Modification: Create and/or modify the initial record of the request.
- Tier-One Resolution: Resolve all tier-one end-user issues over the phone and escalate to next-level IT support associates.
- Issue Diagnosis: Perform appropriate issue diagnosis and guide users through step-by-step solutions.
- Technical Communication: Clearly and effectively communicate technical solutions in a user-friendly, professional manner.
- Deskside Support: Visit the associate at the deskside for hands-on support.
8. Client Service Coordinator Overview
- PC Operating Systems Installation: Install PC operating systems.
- Windows Account Maintenance: Provide Windows account maintenance using Microsoft Active Directory.
- Telephony Support: Provide support for telephony, including desk and mobile devices.
- Filing System Development: Develop and maintain a detailed filing system for organizing confidential records and office files.
- Data Processing and Reporting: Process and report data to provide updates on growth, progress, and changes.
- Managerial Support: Support Managers and Regional Managers with various tasks.
- Customer Service Delivery: Deliver high-level services to all customers and resolve arising issues promptly.
- Client Relationship Reporting: Report back to the Client Account Manager any concerns around client relationships including dissatisfaction, clients becoming “high maintenance” for the technical team, etc.
- Client Communication Maintenance: Ensure regular conversations are had with the contacts within those companies, and tickets are prioritized appropriately.
- Ticket Checks Conducting: Conduct regular ticket checks as/when requested by the Head of Support Services.
- Client Champion Role: Be an internal “champion” for clients, helping to communicate the clients’ voice within the business.
- Delivery Organization: Organize both inbound and outbound deliveries distribution of all packages and post, ensuring all outbound deliveries are handled correctly and prioritized.
- Visitor Reception: Answer the door for A4S meetings, and deliveries and ensure visitors are greeted correctly, colleagues informed of arrival, and shown to the meeting room, etc.
- Office Supplies Management: Keep on top of office victuals namely coffee, milk, snacks, etc.
9. Client Service Coordinator Details and Accountabilities
- Client Interaction Skills: Interact with external clients and internal professionals efficiently, timely, and professionally to assist with service requests.
- Client Communication Skills: Respond to potential and current client inquiries and requests for information, communicating needs and expectations to appropriate personnel.
- Relationship Management Skills: Ability to develop and maintain strong relationships with clients.
- Client Collaboration Skills: Collaborate with clients to understand challenges and opportunities, helping to identify and prioritize goals/solutions.
- Client Liaison Skills: Serve as a liaison between clients and internal teams.
- Customer Relationship Skills: Builds and maintains strong, long-lasting customer relationships.
- Project Coordination Skills: Support project coordination and daily workflows by engaging with cross-functional teams.
- Record Management Skills: Develop and maintain a detailed filing system for organizing confidential records and office files.
- Data Processing Skills: Process and report data to provide updates on growth, progress, and changes.
- Administrative Support Skills: Support Managers and Regional Managers with various tasks.
- Customer Support Skills: Communicate with end-users regarding support ticket status and follow up to assess customer satisfaction level.
- Global Support Skills: Global customer support – supporting associates located outside region with accommodation in different time zones.
10. Client Service Coordinator Tasks
- Ticket Logging: Logging the ticket into the service desk queue, or ascertaining basic information before handing it straight over to an Engineer.
- High-Level Ticket Monitoring: Ensure that any high-level tickets that they answer the phone to that are new (termed P1 or P2 tickets) are checked up on regularly through to completion by the engineering team.
- Client Updates: Updating clients where there is information available, or taking further notes where required against the ticket passing over to Engineers to deal with immediately.
- Urgent Follow-Ups: Then, when important or when the client sounds like they want it resolved urgently, again regularly follow up with the Engineer to ensure it is resolved.
- Ticket Reassignment: Moving tickets from one Engineer to another if it is clear they are going to be unavailable to handle the inquiry or update.
- Ticket Completion Oversight: Taking responsibility personally to see tickets that are important or require immediate action through to completion.
- Phone Assignment Management: Ensuring that the phones ringing in the office are correctly assigned to Engineers who are at desks, and advising the Head of Service Desk when not.
- Inquiry Handling: Handling ‘other inquiry’ calls appropriately, and dealing with them where possible.
- Positive Call Closure: Ensuring every phone call ends with a positive outcome for the client.
- Client Communication Management: Handling client misunderstandings or minor complaints/ticket updates and chasing via email or phone conversations.
- Query Management: Taking on queries as they come in from clients around tickets and progress, and ensuring they are handled by the relevant engineer through to resolution or escalated where necessary.
- Special Client Handling: Handling a specific list of “higher relational requirement” clients namely those who have recently expressed dissatisfaction, have a contract renewal coming up, have a new point of contact within the business, or are new to the A4S support team.