Client Excellence Coordinator

Job Description

Job Description

A successful Client Excellence Coordinator will create an exceptional experience both for the professional team and clients, while focusing on efficient and effective internal workflow. The Client Excellence Coordinator is the ultimate conductor to keep workflow operations organized, efficient, and smooth. Day to day, you will provide administrative assistance to the professional team, which might include making and returning phone calls, organizing workflow schedules, making appointments, following up with clients, and whatever else it takes to help the team be as productive as possible. As such, it is important to be personable, professional, and helpful when working in this position. You will carry out this role with a goal of complete satisfaction. The ultimate objective is to keep people, projects, and processes operating at peak efficiency.

Qualifications: relevant Vocational or Educational qualifications will be considered. These could include relevant certificates and/or qualifications in administration, customer service, business management, business and information technology.

Knowledge, Skills and Experience (Essential): proven administrative experience, leadership skills, ability to manage daily details with big-picture thinking to ensure a truly unique experience, successful experience in a corporate or customer service oriented environment, computer literacy skills including Microsoft suite of products, excellent communication skills, including active listening and clear articulation, ability to work individually and as a team, ability to solve problems and alleviate conflicts or escalate tactfully, demonstrated ability to manage time, prioritize & coordinate multiple projects at once, demonstrated ability to meet strict deadlines – strong time management skills, experience in maintaining and building enriching relationships, ability to demonstrate initiative and innovative thinking, superior organizational skills, strong analytical skills, ability to be effective under pressure, highly advanced emotional competence with excellent interpersonal and influencing skills with demonstrated success in working effectively with a diverse range of people. The position demands great communication skills, flexibility, project management, proactive logistics, and efficiency, with demands and expectations prone to changing on a day-to-day basis.

Knowledge, Skills and Experience (Desirable): previous success in office / administrative management, project management experience, experience developing internal processes and filing systems, track record of meeting or exceeding project deadlines, experience with Canopy Tax, experience dealing with relevant government departments in relation to tax, accounting and audit matters, and the ability to recognize strong business networks.

Position requirements:

Communication

● Excellent communication and client service skills

● Willingness to accept and give constructive feedback for improvement

● Ability to be open and honest

Teamwork

● Ability to perform as part of a team

● Be a team player – offering support and assistance

● Always act in the best interest of the team

Problem solving

● Flexible, positive, “can do” attitude

● Ability to take ownership and make decisions

Self-Management

● Ability to work without supervision and with minimal direction

● Ability to make decisions and take action

● Be accountable and take responsibility

Planning and organizing

● High level of time management and organizational skills

● Ability to effectively manage many tasks/projects simultaneously

Technology

● Must be proficient in Word, Excel

● Ability to pick up new systems quickly

Learning

● Ability to ask for help when needed

● Be proactive with own learning

Initiative and enterprise

● Ability to use initiative to solve challenges and innovate for continual improvement

General

● Attention to detail and quality control

● Participate in and contribute to team meetings

● Always focused on what is best for the business and how we can provide value to our clients and each other

General responsibilities

● Build expert and dynamic knowledge of company products and services

● Research information using available resources to satisfy client inquiries

● Build rapport with clients by engaging with them in an inviting, friendly, and professional manner, to deliver exceptional experiences that nurture lasting relationships

● Respond quickly, professionally, and accurately to all inquiries regarding appointments, assistance, work in, invoicing, payments, status requests, complaints, feedback

● Provide support to the Fulfillment Manager and professional team as directed to ensure that company goals and objectives are accomplished, and operations run efficiently

● Maintain and refine internal processes that support maximum efficiency and productivity to expedite workflow

● Plan and orchestrate work to ensure the workflow priorities are met, organizational goals are achieved, and best practices are upheld

● Manage professional and personal scheduling for professional teams in relation to workflow tasks

● Perform administrative and office support, such as typing, dictation, spreadsheet creation, faxing, and maintenance of filing system and contact database

● Maintain professionalism and strict confidentiality with all materials, and exercise discretion when interfacing with the business

● Organize team communications and plan events, both internally and offsite

● Prioritization, management and completion of all daily, weekly and monthly responsibilities relating directly the Client Excellence Coordinator role - See attached tasks list

Tasks List

Provide support and administrative assistance to assigned Partners/Directors/Managers/Accountants/Bookkeepers including but not limited to:

● Maintaining client database including additions, deletions and changes as needed

● Scheduling annual work to meet client needs and achieve efficient resource management

● Following up with client on scope sign off and payment of any agreed upfront amount

● Returning client records

● Typing of letters and simple reports to clients

● Filing of paper or electronic documents

● Dealing with client tax office correspondence, including forwarding as required

● Making and changing appointments (meetings and calls) with clients, prospects, and others

● Fee preparation

● Reviewing and checking client documents

● Contacting clients for any missing information

● Logging of each job on the electronic and visual workflow system

● Preparing the first draft of a job budget

● Monitoring Work in Progress

● Filing

● Monitoring workflow

● Printing and binding of finalized documents when necessary

● Monitoring tax due dates and informing clients of such as instructed by the tax team

We are a full service accounting firm. We are dedicated to providing professional and personalized comprehensive financial services to a wide range of clients. From the outset, we understood it wasn't just about being in the accounting business – it was also about being in the relationship business with both our employees and clients.

Company Description

We are a full service accounting firm. We are dedicated to providing professional and personalized comprehensive financial services to a wide range of clients. From the outset, we understood it wasn't just about being in the accounting business – it was also about being in the relationship business with both our employees and clients.