Client Care Specialist

About the role

The Client Care Specialist handles client-facing administrative functions for MLS Educational Consultants, including scheduling lessons and meetings, managing records, greeting walk-ins, and welcoming new parents and students at their first lesson and meetings. This position operates as part of the Scheduling Team.

Responsibilities

• Grow the practice through timely attention and clear client communication.
• Monitor the scheduling inbox and respond to current and potential clients immediately.
• 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, reschedule 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.
• Perform other duties as necessary.

Qualifications

• Excellent organizational skills and 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.