We are seeking a highly organized and detail-oriented professional to join our Client Care Team as a Client Care Team Coordinator. This role is ideal for someone who thrives in a fast-paced environment, is skilled at managing multiple priorities, and has a natural talent for exceptional customer service, quality, and operational excellence. The successful candidate will play a critical role in maintaining high-quality standards across client-facing operations while supporting continuous improvement and compliance initiatives.
Key Responsibilities
Operational Excellence & Quality Management
- Develop, implement, and manage quality assurance protocols aligned with industry standards and regulatory requirements.
- Oversee and optimize daily operational workflows to ensure efficiency, accuracy, and timeliness.
- Drive continuous improvement initiatives to enhance internal capacity, minimize errors, and improve client outcomes.
- Identify and address operational inefficiencies and implement solutions to streamline processes.
Cross-Functional Collaboration
- Work closely with underwriting, claims, customer service, and other internal teams to ensure smooth and coordinated client service delivery.
- Support department-wide goals by contributing to team planning and aligning priorities.
- Manage the [email protected] inbox, forward emails to the appropriate colleagues and attaching all emails within Epic ensuring proper record keeping practices, following standard SOP’s and SLA’s.
Issue Resolution
- Take ownership of escalated issues, ensuring timely and effective resolution that meets internal standards and enhances the client experience.
- Proactively identify recurring challenges and recommend preventative solutions.
Data Management & Reporting
- Collect, analyze, and report on operational data to track performance against key metrics.
- Prepare regular reports and insights for leadership, highlighting trends, improvement opportunities, and outcomes of quality initiatives.
Administrative & Team Support
- Provide administrative assistance backup for phones (answering, engaging with callers) daily, greet and welcome guests and clients. Support the administrative coordinator with other tasks as needed.
- Working within our systems, ensuring consistency in documentation, and internal processes.
- Foster a collaborative, accountable, and high-performing team culture.
Role Objectives
- Deliver and support client facing work to meet our standards of exceptional customer service.
- Ensure all operational processes meet or exceed quality and compliance standards.
- Improve the efficiency and reliability of client maintenance operations.
- Support the development and execution of systems that drive superior client experience.
- Communicate clearly across all levels of the organization, demonstrating agility and problem-solving capabilities.
Required Qualifications
- 3+ years working in client services, customer service, hospitality, high-end retail, or other client service roles, preferably with project management, operations support and administrative experience.
- Proven ability to manage complex tasks independently and efficiently.
- Demonstrated proficiency with communication, resolving client issues, listening and ability to work with clients who may be experiencing stressful moments respectfully and with compassion.
- Strong ability to collaborate, problem solve, prioritize, and support a team-driven environment.
- Familiarity with insurance operations and systems (e.g., Epic) is a plus.
Essential Skills
- Analytical Thinking: Ability to interpret data, identify trends, and implement improvements.
- Problem Solving: Proactive in resolving issues and identifying sustainable solutions.
- Communication: Clear, professional verbal and written communication with internal teams and clients. Acting as a liaison between clients, team members and other stakeholders to ensure smooth communication and coordination of care for optimal outcomes.
- Time Management: Strong ability to prioritize tasks and meet deadlines in a dynamic environment.
- Organization: Skilled at juggling multiple initiatives without losing focus on quality or detail.
- Team Collaboration: Ability to contribute meaningfully as a part of cross-functional teams.
- Attention to Detail: Accuracy and thoroughness in all tasks and deliverables.
- Technical Proficiency: Comfortable with business and workflow systems, particularly Epic and MS365 tools.
Team Expectations
- Uphold our client-first philosophy in every interaction.
- Represent Cox’s values of professionalism, empathy, and service.
- Show growth in navigating complexity with increasing autonomy and collaborative effectiveness.
Job Type: Full-time
Salary: $58,000.00 – $68,000.00 per year depending on experience level
Compensation Package: Performance bonus
Benefits:
- 401(k) + matching
- Paid time off
- Health, Dental, Vision
- EAP resources
- Wellness resources
Schedule: Monday-Friday; 8am – 4:30pm
Work Location: In person & hybrid remote, St.Paul
To Apply
Send a resume and cover letter to Kelley Loughrey, Chief Experience Officer at [email protected].
