Client Support Coordinator I (Sun-Thur PST)

The Client Support Coordinator is a crucial member of our Operations Support Team, advocating for clients to ensure they receive the support they need. This role interacts with clients daily managing correspondence, answering questions, and educating others about our services. This position also assists with preparing new clients for care, ensuring they are informed and set up for success. In essence, this person is the connection point between clients and the Octave system, all while demonstrating care, compassion, and competence.

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Responsibilities Include:

• Manage and respond to client communications across various platforms, such as over the phone, via email and chat in a timely, warm and efficient manner utilizing approved templates and/or workflows. Escalating any potential issues as needed.
• Be a go-to resource for client education about Octave services. 
• Assist with onboarding new clients for Octave services, including the completion of paperwork and collection of billing information. 
• Collaborate with colleagues to explore innovative ways to streamline processes and meet service standard goals. 
• Embody Octave’s mission to deliver extraordinary care in every interaction with clients and colleagues.
• Accurately document client interactions in systems and escalate issues as needed.
• Learn and follow protocols for client intake, scheduling, and general support.
• Support team projects and administrative tasks as assigned.

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Preferred Qualifications:

• Minimum 1 year experience in a high touch customer service role.
• Minimum 2 years experience in an administrative role.
• Product management skills are a plus.
• Strong attention to detail in a fast-paced environment.
• Excellent written and verbal communication skills.
• Track record of identifying and implementing process improvements.
• High comfort level multitasking between software systems. 
• Open to performing tasks outside of your defined role with an eagerness to learn and grow.
• Ability to handle sticky or sensitive situations with discretion and care.