Title: Client Services & Information Coordinator
1. Position Summary
The Client Services & Projects Coordinator is responsible for ensuring seamless client experience across inspections, installations, and compliance platforms. This position goes beyond traditional client scheduling and data management by directly supporting installation quoting, ISN compliance management, and client onboarding.
The role requires a balance of customer service excellence, project coordination, technical documentation, and compliance oversight.
2. Major Responsibilities
Client & Project Coordination
- Prepare and manage installation and inspection quotations, including follow-up with clients and coordination with technical teams.
- Serve as the primary contact for client compliance platforms (e.g., ISN), ensuring company documentation and certifications remain current and accurate.
- Support project coordination for installation jobs, including scheduling, quoting, and follow-through with internal and external stakeholders.
- Assist in cross-department communication among sales, service, and inspections.
Scheduling & Information Management
- Oversee and maintain client inspection and training schedules, ensuring timely communication with clients and inspectors.
- Coordinate contractor orientations and ensure all requirements are met prior to site work.
- Manage the booking of lifts and specialized equipment required for inspections or installations, working closely with the Service Manager.
- Maintain accurate and current client records within company systems.
- Proactively engage clients for scheduling needs, including drop-off clients and reactivation of inactive accounts.
Customer Service & Accounts
- Deliver exceptional customer service through prompt responses to client inquiries.
- Support the Finance Division with accurate account updates, client file maintenance, and invoicing support.
Compliance & Documentation
- Manage ISN and other client compliance portals, ensuring timely updates and accuracy.
- Assist in documentation required for safety, training, and inspection audits.
- Support preparation of client compliance reports and certifications.
3. Qualifications and Skills
- Education: High school diploma (post-secondary preferred).
- Experience: Minimum 2–3 years in a customer service, project coordination, or compliance role. Experience with safety compliance systems (ISN, Avetta, etc.) is an asset.
- Technical Skills: Strong proficiency with MS Office and ability to work in CRM/ERP systems.
- Abilities:
- Strong problem-solving and organizational skills.
- Ability to manage multiple priorities under tight deadlines.
- Excellent written and verbal communication.
- Detail-oriented, persistent, and highly self-motivated.
4. Working Conditions
- Office-based with standard hours (Monday–Friday, 8:00–5:00).
- Occasional overtime may be required during peak scheduling or project deadlines.
- Minor physical requirements (computer use, light lifting up to 25 lbs).
5. Key Contacts
- Operations Manager: Daily coordination and reporting.
- Finance Division: Account updates, invoicing support.
- Service Managers: Project and inspection coordination, and contractor orientation requirements.
- Clients: Scheduling, quoting, and compliance management.
- External Platforms (ISN, Avetta, etc.): Compliance administration.
- External Vendors: Lift bookings, trainer bookings
