Client Operations Coordinator

Overview 

Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach.

At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.

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

• 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

• 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

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

• Provide electronic order confirmations and reconcile records with Finance. 

Event Coordination

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

Additional Responsibilities

• 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. 

Benefits

Benefits: Through our experience and strategic focus on the people side of change, we know that by taking care of our people, we are taking care of our business.In addition to the compensation detailed above, we offer comprehensive wellness benefits, including generous flexible paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, pet insurance, 401k with company matching, and access to LinkedIn Learning.  Our “mostly virtual” culture is vibrant with many opportunities to collaborate with colleagues from around the world, get involved in employee-led interest and resource groups, and to meet up with team members at in-person local or market-wide events.

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.

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