Client relations coordinator

Benefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Paid time off
• Parental leave
• Training & development

Position Summary

The Client Relations Coordinator is responsible for providing exceptional client service, maintaining positive client relationships, and supporting the day-to-day administrative operations of the office. This position serves as a primary point of contact for client inquiries, coordinates communication and follow-up, and helps ensure that client needs are addressed in a timely and professional manner.

In addition to client relations responsibilities, this role provides general office and administrative support, including maintaining records, organizing documents, scheduling appointments, and assisting with daily office operations.

The ideal candidate is organized, professional, personable, detail-oriented, and able to manage multiple priorities while maintaining a high level of client satisfaction.

Essential Duties and Responsibilities

Client Relations and Customer Service

• Serve as a primary point of contact for client questions, requests, and general inquiries.
• Build and maintain positive, professional relationships with clients.
• Respond to phone calls, emails, and other communications promptly and courteously.
• Coordinate client follow-ups to ensure questions, concerns, and requests are addressed.
• Assist with resolving client concerns and escalate issues to management when appropriate.
• Maintain accurate client contact information, communication notes, and service records.
• Communicate relevant updates, appointment details, and other information to clients.
• Help identify opportunities to improve client satisfaction and the overall client experience.
• Maintain confidentiality and handle sensitive client information appropriately.

Office Administration

• Provide general administrative support to management and team members.
• Answer incoming calls, monitor email correspondence, and direct inquiries to the appropriate person.
• Schedule appointments, coordinate meetings, and maintain calendars as needed.
• Prepare, organize, file, and maintain documents, forms, and electronic records.
• Enter and update information/authorizations in client management systems, databases, and spreadsheets.
• Assist with preparing correspondence, reports, presentations, and other office materials.
• Maintain an organized, professional, and welcoming office environment.
• Assist with incoming and outgoing mail, document distribution, and other routine office tasks.
• Support special projects and additional administrative duties as assigned.
• Emergency On Call - 1 day/wk - 1 Weekend/Mo.

Team Coordination and Operational Support

• Coordinate communication between clients, management, and internal team members.
• Track outstanding client requests and follow up on pending items.
• Help maintain consistent administrative procedures and organized workflows.
• Assist with onboarding paperwork, client documentation, Supervisory Visits, or other coordination activities as applicable.
• Identify administrative process improvements that support efficiency and quality service.
• Collaborate with team members to ensure smooth daily operations and a consistent client experience.

Qualifications and Requirements

• High school diploma or equivalent required; additional education or relevant training preferred.
• Previous experience in client relations, customer service, office administration, or a similar role preferred.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage client authorizations.
• Ability to manage multiple tasks, prioritize responsibilities, and meet deadlines.
• Professional, friendly, and service-oriented demeanor.
• Proficiency with Apple, Microsoft Office, Google Workspace, email, calendars, and standard office equipment.
• Ability to learn client management software, databases, and internal systems.
• Strong problem-solving skills and sound judgment.
• Ability to maintain confidentiality and handle sensitive information professionally.
• Ability to work independently while contributing to a collaborative team environment.

Key Competencies

• Client relationship management
• Professional communication
• Organization and time management
• Attention to detail
• Customer service and problem-solving
• Administrative coordination
• Adaptability and flexibility
• Teamwork and collaboration
• Confidentiality and professionalism

Performance Expectations

Success in this role will be demonstrated through:

• Timely and professional responses to client inquiries.
• Positive client feedback and effective relationship management.
• Accurate and well-maintained client records and office documentation.
• Consistent completion of administrative responsibilities.
• Effective coordination and follow-through on client requests.
• A well-organized and efficient office environment.
• Reliable support of team members and daily business operations.

Work Environment

This position is generally performed in an office environment and requires regular communication with clients, management, and team members. The role may involve periods of multitasking, managing competing priorities, and adapting to changing daily needs.

Equal Employment Opportunity

FirstLight Home Care is an equal opportunity employer and is committed to providing a professional, respectful, and inclusive workplace.

Disclaimer: This job description outlines the general nature and level of work expected for this position and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may be adjusted based on business needs.