Position Summary

The Client Services Coordinator will serve as a primary point of contact for our clients, responsible for ensuring excellent service delivery, operational support, and ongoing account management. This role combines operational efficiency with exceptional customer service, supporting both external customers and internal teams for FastFingerprints (FFP). Serving as the primary point of contact for our customers and as a bridge to management, the Coordinator will manage customers, client relationships, respond to inquiries, assist with operational processes, and facilitate service improvements. This role also includes administrative tasks such as applicaation processing, database management, reporting, commissions, and front-desk customer interaction (fingerprinting). This role will contribute to the growth of the business by helping us provide outstanding customer service and addressing customer issues promptly and accurately. The Client Services Coordinator will support the division creating and maintaining contracts and forms, fingerprinting and assisting with telephones, e-mails, and walk-in customers, as well as other administrative duties such as working with direct bill clients, ISPs, etc.

Position Status: Full-time

Supervision Received: Reports to the Director of Operations, FFP

Supervision Exercised: None

Essential Functions, Duties and Responsibilities:

Customer Service/Communications/Sales

• Answer phones promptly and professionally, and maintain a helpful demeanor with ISP’s, internal, and external clients.
• Provide front desk fingerprinting services as needed.
• Monitor voicemail and email accounts, ensuring prompt responses to all client communications.
• Accurately resolve client questions, complaints, and service issues, escalating when necessary.
• Support onboarding new clients by setting up services and providing training or guidance as needed.
• Manage Direct Bill customer accounts and coordinate contract setup and renewals.
• Manage reporting, commissions, customer billing, and account inquiries.
• Conduct proactive client outreach to ensure service satisfaction and identify additional needs.
• Support sales by assisting with customer training and entering service agreements.
• Respond to and accurately resolve customer/clients’ complaints and issues.

Processes

• Set up, guide and maintain customers utilizing our Direct Bill Account(s).
• Ensure all ISP forms  are received, completed, and filed accordingly.
• Ensure all ISPs obtain monthly commission by communicating with accounting department.
• Retrieve calls from voicemail daily. Ensure that all calls are returned promptly.
• Retrieve emails from system daily. Ensure that all emails are returned promptly.
• Accurately input and maintain customer data in POS system.
• Ensure daily, weekly, and monthly work processes and reporting are completed accurately and timely.
• Process fingerprint applications daily.
• Complete Card Scanning, as necessary.
• Keep area and office and desk area clean and tidy.

Teamwork

• Positively promote all goals and objectives of management within the office.
• Continually seek to improve the daily processes and functions of an ISP.
• Maintain a positive attitude and work environment, to lead by example.
• Contribute to the overall success of the office by fostering a positive teamwork environment.
• Develop ideas and present at staff meetings/share with management.
• Continually seek to help FastFingerprints by helping wherever necessary.

Minimum Qualifications:

• Strong self-discipline, communication skills, and work ethic.
• Self-starter mentality with the ability to work independently and in a fast-paced team environment.
• Excellent people skills with a commitment to providing high-quality customer service.
• Strong organizational skills and attention to detail.

Desired Experience:

• 2+ years of customer service, client services, or operations support experience.
• Experience with CRM systems, data entry, and customer account management preferred.
• Prior experience supporting sales or business development teams a plus.

Education:

• High School Diploma required
• Bachelor’s degree preferred

Other Information:

Candidates must provide references, be able to pass a pre-employment drug screen and a fingerprint-based criminal background check.

Job Type: Full-time