Inbound Client Success Coordinator

The Inbound Client Success Coordinator will serve as a vital point of contact for clients during business hours, addressing inquiries and providing support with accuracy and efficiency. This role involves delivering exceptional service through phone and video interactions, demonstrating a client-first mentality, and utilizing strong, active listening and communication skills to handle a range of content. The Coordinator must recognize when issues require legal or tax professional input to avoid offering unintended advice.

A proactive attitude towards learning and adapting in a dynamic field is essential for success in this evolving role.

* This position operates on a Pacific Standard Time (PST) schedule
, and candidates must be able to work standard business hours 8 am - 5 pm PST (11 am - 8 pm EST)*

• Act as the first point of contact for client inquiries, ensuring first-call resolution with minimal transfers.
• Communicate with clients via phone, email, and chat to answer questions, provide information, and follow through on requests.
• Deliver exceptional client service with a client-first approach, handling basic and complex inquiries effectively.

• Work with clients to identify their needs and direct them to the appropriate department for assistance.
• Utilize internal resources and collaborate with professionals across departments to resolve client issues promptly.
• Operate live chat software (Ring Central) and manage email support requests, ensuring active follow-up.

• Develop a thorough understanding of company services, including policies and procedures.
• Continuously expand knowledge to better address client needs and enhance the overall client experience.

• Identify opportunities to improve client communication and coordination processes.
• Implement best practices to enhance efficiency and ensure client satisfaction.

• Assist with administrative tasks to support the Client Success team.
• Perform other duties as assigned by management to meet organizational goals.

• Bachelor’s Degree
• In lieu of a degree, combination of education and relevant work experience will be considered
• Minimum 3 years of customer service experience.
• Comfortable working with technology and word-processing systems (e.g., Google Workspace, Ring Central).
• High degree of accuracy and attention to detail.
• Strong verbal and written communication skills.
• Ability to work independently and prioritize tasks effectively.
• Comfortable in a fast-paced, dynamic environment.
• Minimum of 2 years of professional-level work experience.

• Additional certifications or coursework related to customer service or client coordination.