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Client Experience Coordinator & Admin Support

Tutor Doctor is a leading in-home tutoring company located in Toronto, currently with offices in 15 countries, offering leading-edge tutoring services, focused on one to one tutoring based on educational need and learning style. Our core belief is anyone can learn.

We are looking for energetic people to help us hit our company vision and goals for 2017 and beyond!

Our goal is to build an amazing team that will accelerate our market growth. This is an opportunity for someone who wants to learn about and, succeed in business and someone who has strengths in sales and customer service.

Key Responsibilities:

* Enter new client and student into CRM system
* Ensure accounting has payment information
* Manage payments (payment plans)
​* Ensure payment details are entered into the system
​* First contact for client families
​* Family welcome call and tutor match communication
​* Conduct the first session follow up for the match with family
​* Manage family follow up 4-6 weeks
​* Review session reports and report to manager
​* Manage renewals (30%) and phone enrollments
​* Match tutors with new client families as per tutor and family details
​* Tier 1 conflict resolution and family communication
​* Reduce and prevent cancellations (3% or lower)
​* Manage family contacts (CRM) notes and account
​* Ensure Family satisfaction rating 85% +
​* Assist manager in other client related duties
​* Work together with recruitment coordinator in the tutor matching

Experience and Skill Requirements

Customer service and resolution skills
• Task management and work flow process skills
• Excellent communication skills
• Strong interpersonal skills
• Time management and organizational skills
• Strong Computer literacy and able to learn new programs
• Ability to work independently and in a team
• Ability to coordinate and manage calendars
• Attention to detail
• Problem solving skills

Key Performance Indicators

• Enter new client and student into CRM system – within 12 hours
• Ensure accounting has payment information – Within 1 hour of entering
• Manage payments (payment plans)- 1st,15th,30th (monthly)
• Ensure payment details are entered into the system – Upon approved
• First contact for client families (Welcome call)– Within 24 hours of enrollment
• Tutor match communication – 3-7 days of enrollment
• Conduct the first session follow up for the match with family – within 24 hours of session
• Manage family follow up 4-6 weeks
• Review session reports and report to manager – Within 48 hours
• Manage renewals (30%) and phone enrollments
• Tier 1 conflict resolution and family communication – Within 2 hours of call latest
• Reduce and prevent cancellations (3% or lower)
• Manage family contacts (CRM) notes added every communication
• Ensure Family satisfaction rating 85% +

Compensation Package

• Salary $35,000
• Renewal commission: 
       1-29 hours 2%
​       30+ hours 3%

 

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