Client Care Specialist

MLS Educational Consultants, Inc.; McLean (VA); On-site; USD 42,000 - 52,000; Full time

Job summary

MLS Educational Consultants, Inc. in McLean, VA, seeks a Client Care Specialist to handle front-desk and scheduling duties, greet walk-ins, manage records, and support the Scheduling Team with client communication.

You will coordinate lessons and meetings, prepare registration materials, monitor inboxes, and ensure timely responses to clients, while maintaining confidentiality and a professional office presence.

Qualifications

• Excellent organizational skills and attention to detail.
• Ability to work independently and adapt flexibly to scheduling needs.
• Willingness to work outside standard hours when required.
• Strong teamwork and communication with staff.
• Experience handling confidential information preferred.

Responsibilities

• Grow the practice through timely client communication and service quality.
• Monitor scheduling inbox and respond promptly to clients.
• Communicate with clients mainly by phone and email confirmations.
• Ensure daily email responses within 12 hours.
• Maintain scheduling inbox with <= 20 emails daily.
• Post client updates to student profiles in Teachworks.
• Schedule lessons with tutors and coordinate with management.
• Attend daily collaboration sessions to organize new and rescheduled lessons.
• Advise management if additional tutoring staff are needed.
• Coordinate with schedulers and sharing client information.
• Read minutes from meetings to stay informed about students of concern.
• Provide information to tutors at client engagement start.
• Schedule part-time staff and substitutes as needed.
• Onboard new clients with registrations and access links.
• Maintain student emergency forms and confidential documents.
• Request testing reports and 504/IEP documents whenever available.

Skills

Organizational skills

Detail oriented

Independent worker

Flexible schedule

Team collaboration

Communication skills

Multi-portal navigation

Job description

Summary

The Client Care Specialist is responsible for client-facing administrative functions of MLS Educational Consultants, including scheduling lessons and meetings, handling records management, greeting walk‑ins in the office, greeting new parents and students at the first lesson and at meetings. The position operates as part of the Scheduling Team.

Summary

The Client Care Specialist is responsible for client-facing administrative functions of MLS Educational Consultants, including scheduling lessons and meetings, handling records management, greeting walk‑ins in the office, greeting new parents and students at the first lesson and at meetings. The position operates as part of the Scheduling Team.

Specific Duties

• Responsible for growing the practice through timely attention and clear client communication
• Monitor the scheduling inbox and respond to current and potential clients immediately, as this is the foundation of client care
• Communicate with clients primarily by phone with confirmation emails
• Ensure a response to client emails within 12 hours of receipt every day of the week
• Maintain the Scheduling inbox at twenty or fewer client emails at the end of each day
• Snooze client emails that don’t require immediate attention until the next day the office is physically open
• Post important client emails to behavioral notes in the students’ Teachworks profiles
• Work with senior management, other schedulers, and tutors to promptly schedule student lessons
• Participate in daily collaboration sessions with tutors and management to gather pertinent information, schedule new clients, rescheduled lessons, and one-off lessons
• Inform Education Program Director and Operations Manager if a need arises for additional tutoring staff based on client demand
• Coordinate with all schedulers, including sharing client information
• Read minutes from test prep and college admissions meetings and stay informed about students of concern
• Check for behavioral notes and provide information to the Test Prep tutor at the beginning of client engagement
• Work with senior management to schedule part-time tutoring staff
• Work with tutors and tutoring managers to find substitutes for staff on leave
• Onboard new clients by collecting student information, student portal logins,and providing registration link, emergency forms, service description documents, and pricing
• Maintain student emergency forms
• Request student testing reports, 504 Plans, IEPs whenever available, and maintain such confidential material in MLS Privileged Resources in the Scheduling Drive
• Schedule introductory meeting for new clients
• Schedule parent meetings when required
• Inform tutor managers and senior management of client concerns
• Greet students, parents, walk‑in prospective clients, and visitors as they enter the office
• Answer the office phone
• Provide Billing Manager with an updated Prospective Clients document at the end of each month for use in client invoices.
• Prepare room assignments for daily lessons, post them on the “Heather Board” and outside individual tutoring rooms
• Prepare New Student notices, post them next to the “Heather Board” and outside individual tutoring rooms
• Maintain a professional image as the face of the practice
• Other duties as necessary

Qualifications

• Excellent organizational skills, detail oriented
• Ability to work independently and flexibly
• Ability to work during non-scheduled hours as needed
• Ability to collaborate with other team members
• Ability to work with challenging clients
• Ability to learn and navigate multiple daily used online portals
• Excellent communication and interpersonal skills
• Good listening skills
• Conflict management skills
• Ability to recruit staff as needed
• Ability to pass a background check