Client Experience Coordinator

H&S Companies, CPAs & Business Advisors; Grand Rapids (MI); On-site; USD 35,000 - 45,000; Full time

Job summary

H&S Companies, CPAs & Business Advisors is seeking a Client Experience Coordinator (CXC) in Grand Rapids, Michigan. This entry-level role involves managing inbound client calls with warmth, resolving client matters directly, and ensuring a seamless experience across all practice areas.

The ideal candidate will demonstrate strong emotional intelligence, organizational skills, and a genuine service orientation. This position serves as a launching point into various client-serving roles across the firm and offers the opportunity to lead support staff during busy periods.

Qualifications

• Warm, confident phone presence; able to de-escalate frustrated clients.
• Genuine service orientation with an eye for personal touch.
• Organized and disciplined; attentive to detail.

Responsibilities

• Answer inbound client calls live, resolving issues proactively.
• Maintain CRM, ensuring it is clean and current.
• Lead a small pod of seasonal support staff during peak periods.

Skills

Emotional intelligence

Problem solving

Customer service orientation

Organizational skills

Communication skills

Job description

We are an integrated professional services firm driven by the belief that meaningful impact is possible—with our clients, our team members, and our communities. Guided by a fully aligned leadership team, this isn’t just an aspiration—it’s a reality we’re creating 90 days at a time.

Our mission is to be the best and most integrated professional services firm, helping individuals, businesses, government entities, and non-profits achieve their most important goals. We do this by working proactively to identify and prioritize clients’ goals, offering exceptional advice, and helping our clients execute that advice.

The Client Experience Coordinator (CXC) is the voice of Hendon Slate — a front-line relationship position that requires emotional intelligence, firm-wide knowledge fluency, and a genuine instinct for client care. The CXC serves clients across all practice areas and all 11 of our offices, reports to the Administration Director, and leads a small pod of seasonal support staff during peak periods. We are looking for someone who answers every call with genuine warmth and attention, resolves what they can without escalating, and is always listening for the moments that deserve a personal touch. This is an entry‑level position and a launching point into client‑serving roles across the firm. We hire for efficiency, problem solving, instinct and service orientation — we'll teach the rest.

What You'll Do

• Answer inbound client calls live, with warmth and confidence — and resolve directly whenever you can without escalating.
• Route matters that need a professional cleanly and informed, with full context, so clients never have to repeat themselves.
• Reach out proactively during busy periods so clients hear from us before they need to call.
• Listen for the moments that deserve a personal touch — milestones, exceptional service stories, longtime clients, referrals — and turn them into something memorable.
• Keep the CRM clean and current so nothing falls through the cracks.
• Lead a small pod of seasonal support staff during peak periods.
• Spot what should be improved, automated, or eliminated. As the front line of every recurring client interaction, you'll see friction first — surface it, partner with operations team to fix it, and help us keep the human moments human while technology absorbs the rest.

Who You Are

• Warm, confident phone presence — comfortable de‑escalating a frustrated client.
• Genuine service orientation and an eye for moments that deserve a personal touch.
• Organized and disciplined; nothing falls through the cracks.
• Curious about how work gets done — you notice when something is being done the hard way and have ideas for fixing it.
• Composed under seasonal pressure, with the makings of a small‑team leader.