Client Operations Coordinator

Overview 

Join our team as a Client Operations Coordinator and become the cornerstone of our client interactions, ensuring an unparalleled customer experience. Your passion for customer assistance, adept problem-solving skills, and dedication to exceeding expectations will shine in this role. With excellent communication, organizational skills, and a positive attitude, you will excel in this dynamic environment. 

As a Client Operations Coordinator, you will handle order processing for customers with precision, ensuring accuracy and timeliness. Your stellar customer service experience will be showcased through prompt inquiry responses, issue resolution, and proactive feedback provision. Collaborating across departments, you'll contribute to our global objectives and support company-wide goals. Working closely with our Operations team, you'll collaborate with colleagues to drive success under the guidance of our US Senior Manager, Client Services.  

Key Responsibilities

Supporting Customer Experience (CX) Initiatives (approx. 25%) 

• Interact with customers via phone and email for inquiries and Tier 1 support. 
• Proactively promote relational touch point opportunities with customers through cross-selling and promoting products and services to meet expanded customer needs. 
• Participate in CX surveys and problem solve to address unique client scenarios with empathy. 
• Respond promptly to Credly Badging inquiries and maintain communication accuracy. 

Order Intake (approx. 25%) 

• Administer, route, and manage tasks within designated email boxes. 
• Facilitate registration distribution, monitor program availability, and follow up post-orders. 
• Maintain program logs and program/participant notes. 
• Stay informed about products to provide knowledgeable assistance. 
• Eligible for commissions on upsold items. 

Order Processing (approx. 25%) 

• Maintain data integrity standards, process orders, and manage payments/refunds. 

• Provide electronic order confirmations and reconcile records with Finance. 

Event Coordination (approx. 15%) 

• Create and manage event details in Salesforce, organize participants, and coordinate attendee needs. 

Additional Responsibilities (approx. 5%) 

• Manage faxes and mail distribution, administer guest badging, and handle account sync approvals. 
• Serve as a liaison across Global Prosci and participate in process improvement initiatives. 

Requirements

Candidate Profile

Based on this role’s scope and responsibilities, we are seeking candidates with the following qualifications, skills, attributes, and competencies: 

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.  

Minimum:  

• Minimum 2 years of related work 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, Shipping Platform Software (FedEx, UPS)  

Preferred:  

• Bachelor’s, Associate's, or Training Certificates Preferred 

Travel Requirements: None

Work Location: Remote; local to Northern Colorado is preferred

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: https://www.prosci.com/about/dei. 

If you require assistance due to a disability applying for open positions, please submit a request to: [email protected]. 

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: https://www.prosci.com/about. 

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