Full job description Overview The Client Operations Coordinator plays a pivotal role as the first point of contact for our valued clients, dedicated to ensuring a superior CX (Customer Experience). This individual is passionate about assisting customers, adept at problem-solving and committed to exceeding customer expectations by applying informed, logical and service focused customer solutions. Additionally, this role requires excellent communication and organizational skills as well as a positive attitude.
The Client Operations Coordinator is responsible for processing orders from customers, ensuring that they are accurate and timely. They also provide a stellar customer experience by answering inquiries, resolving issues, and providing feedback. Additionally, they collaborate across our global organization with other teams and departments to support the company's goals and objectives.
As a Client Operations Coordinator, your responsibilities encompass a wide array of responsibilities, including processing ecommerce orders, training registrations, electronic tools. Through omnichannel touchpoints, promptly respond and engage with customers to serve their needs.
The role is an integral part of our Operations organization and works closely with the Senior Facilities Coordinator, Events Logistics Planner, and other Client Services Team members under the direction of the US Senior Manager, Client Services.
Key Responsibilities Supporting CX Initiatives (approximate 25%) Interact with customers through phone and email to address questions and concerns Provide Tier 1 phone support (Answering phones and accurately transferring to appropriate team/individuals) Provide Tier 1 and Tier 2 Portal support Proactively promote relational touch point opportunities with customers through cross selling, and promoting products and services to meet expanded customer needs Deliver an excellent customer experience (CX) through all channel interactions Participate in Customer Experience (CX) Survey Programs Problem-solve situations to address unique client scenarios (DEI, Empathy) Respond to participants regarding Credly Badging questions or issues Oversee or support accuracy of our standard client communications Order Intake (approximate 25%) Administer Orders, Route Orders and Perform Tasks within , and email boxes Facilitate the distribution of registrations for processing Maintain programs logs and program/participant notes Monitor the availability of public programs and recommend adds/closings to meet client demand while minimizing Prosci's risk Monitor waitlists, leads, suspense records and sales quotes After a customer places initial order : Client Operations Coordinator follows up with the Customer to offer additional tools, resources, training, B2C solutions Client Operations Coordinator follows up once more in a 30 day window to continue to sell to the Customer Client Operations Coordinator stay up-to-date on products we sell so that we can approach the customer with knowledge. Client Operations Coordinator are eligible to receive commissions on the upsold amount Order Processing (approximate 25%) Uphold data integrity standards through proven application of technology and system standards Process Salesforce/BC syncs for account and contact Process customer orders and materials orders for direct shipment in collaboration with the fulfillment team Manage and Process e-commerce order intake, individual public and partnership program registrations Process bulk material orders for TTT/GAN and In Person Programs Administer customer payments and refunds through financial platform Provide electronic confirmation of order completion to customer Audit and reconcile program participant records with Finance Event Coordination (approximate 15%) Create Salesforce program event records and manage event details. Sort participants into distinct programs when necessary. Provide accurate and timely information to delivery team and program participants. Conduct review of Banquet Event Orders and coordinate unique attendee needs with venue. Additional Responsibilities (approximate 5%) Check and distribute incoming, outgoing faxes and mail. Administer guest badging requirements under ISO 27001 Compliance Standards Act as a customer liaison across Global Prosci Account Sync Approval Representative Participate or lead department process improvement initiatives Requirements Candidate Profile Competencies Action Oriented - Readily takes action on challenges, displays a can-do attitude in good and bad times, and steps up to handle tough issues. Being Resilient - Handles and manages crises effectively and is confident under pressure. Maintains a positive attitude despite adversity. Situational Adaptability – Readily adapts personal, interpersonal, and leadership behavior, picks up on situational cues and adjusts in the moment to customer feedback. Customer Focused – Externally focused and aware of customer needs. Listens to customer problems, identifies solutions, and communicates effectively back to the customer. Professional Experience and/or Educational Requirements Bachelor's, AAS, or Training Certificates Preferred Minimum 1 year of applicable, transferrable Professional Experience Shipping courier experience (international shipping experience strongly preferred) Order processing through an order processing system (Microsoft BC experience strongly preferred) Former experience in fielding inbound calls Former experience working in technical backend environments Experience with a CRM (Salesforce or equivalent) O365 training and experience w/advanced knowledge in Excel, Word, Outlook and Teams Technical Technical Savvy with the following software platforms: ADP, Concur, Internet Browsers, Microsoft Office Suite, Microsoft Dynamics BC, Multi-Line Phone System Software, Salesforce, Magento, Hubspot, Credly, Dataloader, Zoom, Prosci Portal and Proxima, Get Feedback, Shipping Platform Software (FedEx, UPS) Supervisory Responsibilities None Travel Requirements: None
Work Location : Hybrid - must be commutable to Fort Collins, CO
Base Compensation : $55,000 is the projected annual base salary for this role. You may also be eligible to receive bonus and benefits.
At Prosci, you'll find more than a job. Here, you can be you, contribute to meaningful work in the world, enhance your overall wellness, co-create your professional experience, find your flow, and learn and grow. Our global team is rich in experiences and passion for helping our clients create change success. We offer a motivating total compensation package, inclusive of our Prosci Bonus Incentive Program and comprehensive wellness benefits, including generous paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, a 401k matching program, LinkedIn Learning access, and multiple employee-led interest and resource groups.
We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply. Prosci is an equal opportunity employer that is committed to inclusion and diversity. Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. You can learn more about our efforts to build a more inclusive, equitable and diverse organization:
If you require assistance due to a disability applying for open positions, please submit a request to: .
About Prosci Founded in 1994, Prosci is a global leader in change management and the provider of choice for 80% of Fortune 100 companies. Prosci combines scientific research with the people side of change to deliver results-focused solutions that enable clients to achieve change outcomes and grow organizational change capability. Prosci maintains the industry's largest body of change management research—the basis for the company's tools, methodologies, advisory services, and role-based development programs. To date, Prosci has certified over 100,000 change management practitioners worldwide.
The company is headquartered in Fort Collins, Colorado, with offices in Australia, Brazil, Canada, Chile, Colombia, Mexico and Spain, plus more than 30 certified Prosci Partners around the globe. Prosci is continually expanding directly and through its global partner network to ensure change success for clients no matter where they are located. Check out our website for more about our team and approach:
Benefits Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k, IRA) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Vacation, Sick & Public Holidays) Family Leave (Maternity, Paternity) Short Term & Long Term Disability Training & Development Work From Home Wellness Resources
