Client Support Coordinator

About the role

At Viticus Group, we are more than just an organization — we are a community of innovators, educators, and professionals dedicated to advancing science, medicine, and education. Based in Las Vegas, we provide hands-on continuing education courses, conferences, and training programs that connect experts from around the world with the latest advancements in research, technology, and practical application. Our mission is to bridge the gap between cutting-edge science and real-world practice, empowering professionals to take what they learn and apply it in meaningful ways that improve lives, industries, and communities.

The Client Support Coordinator reports directly to the Senior Manager of Executive Support and Administration and supports a blend of customer service, front office coordination, and administrative operations. This role requires strong judgment, organization, and the ability to determine when issues can be resolved independently versus escalated to appropriate personnel. The ideal candidate maintains a consistent on-site presence, manages a high volume of incoming calls, and supports the organization’s conferences, courses, and year-round events. The Client Support Coordinator represents Viticus Group in a professional, courteous, and positive manner at all times. This position plays a vital role in ensuring a seamless experience for clients and employees by combining frontline engagement with behind-the-scenes administrative support. The Client Support Coordinator helps maintain operational efficiency, supports service quality, and ensures inquiries and issues are addressed by the appropriate teams in a timely manner.

Responsibilities

Client & Front Office Support

• Answer, screen, and route a high volume of incoming calls professionally and efficiently.
• Greet and assist visitors and clients upon arrival, ensuring a welcoming experience.
• Provide general client assistance, including password resets, education certificate support, and registration guidance.
• Assess client requests and escalate technical or complex issues to appropriate internal teams when necessary.
• Serve as the primary point of contact for general inquiries, ensuring timely and accurate responses.
• Maintain awareness of ongoing programs, events, and services to effectively assist and direct clients.
• De-escalate client concerns when possible and ensure a positive resolution experience.

Administrative & Operational Support

• Assist with internal ticketing requests, ensuring accurate documentation and timely follow-up.
• Perform data entry and registration support with attention to accuracy and confidentiality.
• Conduct routine audits to support data integrity, compliance, and operational continuity.
• Provide administrative support as needed, including internet research, database updates, reporting, and special projects.
• Prepare and maintain records, logs, and documentation (i.e., SOPs) to support departmental operations.
• Track and follow up on support tickets to ensure completion and accountability across teams.
• Support process improvements by identifying inefficiencies and recommending solutions.

Office Coordination

• Monitor and assist with inventory management of office and breakroom supplies.
• Assist with general office coordination tasks as assigned.

Event & Program Support

• Provide support for conferences, courses, and organizational events.
• Assist with event registration, processes, and attendee support.
• Coordinate with internal teams to ensure smooth execution of event logistics.
• Respond to real-time event needs, troubleshooting issues and escalating as appropriate.
• Support pre-event preparation and post-event follow-up activities.

Communication & Coordination

• Act as a liaison between clients, vendors, and internal teams to ensure seamless communication.
• Ensure inquiries and requests are directed to the appropriate departments in a timely manner.
• Maintain consistent communication with appropriate departments regarding trends, recurring issues, or client feedback.
• Support internal communication efforts by sharing updates, reminders, and relevant information as needed.

Requirements

Education

• High School Diploma or equivalent required.

Experience

• Minimum of two (2) years of experience in customer service, administrative support, reception, or a related client-facing role required.
• Three (3) to five (5) years of experience in a front desk, service desk, or multi-functional administrative environment preferred.
• Experience supporting events, registrations, or client services operations is a plus.
• An equivalent combination of education and experience will be considered.

Physical Requirements

• Ability to sit, use hands and fingers, talk or hear, and smell continually.
• Ability to stand, walk, and reach frequently.
• Ability to climb or balance, stoop, kneel, or crouch occasionally.
• Ability to frequently lift and carry up to 10 lbs.
• Ability to occasionally lift and carry up to 50 lbs.
• Close vision required to see computer monitors, read documents, and operate copy and fax machines.
• Distance vision is required to drive an automobile if driving is a requirement of the job.
• Work environment is indoors and climate controlled; occasionally exposed to outdoor weather conditions.
• Moderate noise levels as found in a business office with computer printers, households with TVs and dishwashers, and driving in light traffic.

Qualifications

Technical Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) required.
• Experience with CRM systems, registration platforms, or ticketing systems preferred.
• Ability to quickly learn and navigate internal databases and systems.
• Basic troubleshooting skills (e.g., password resets, user support, system navigation).
• Ability to follow standard procedures to resolve routine system or user issues.

Communication

• Strong written and verbal communication skills with a professional, polished, and customer-focused approach.
• Ability to communicate clearly and effectively with internal teams and external clients to ensure accurate information and timely support.
• Strong interpersonal skills with the ability to build rapport and maintain positive, service-oriented relationships.

Problem-Solving & Decision-Making

• Apply established procedures to resolve routine client inquiries and operational issues.
• Assess situations and determine when to resolve independently or escalate to appropriate team members.
• Use sound judgment to prioritize tasks and manage competing requests in a fast-paced environment.
• Recognize recurring issues and communicate patterns or concerns to appropriate teams.

Collaboration & Teamwork

• Team-oriented with the ability to work collaboratively across departments to support daily operations and client needs.
• Communicates effectively with internal teams to ensure timely resolution of requests and seamless service delivery.
• Supports team members and contributes to a positive, cooperative work environment.

Professional Qualities