Client Care Specialist

GENERAL DESCRIPTION: The Client Care Specialist is responsible for the full client care journey—from first inquiry and application through graduation, ongoing support, recertification, and successor-dog transitions. This role is the primary point of contact for applicants and graduates and coordinates closely with Programs staff to ensure a smooth, supportive, well-documented experience for every client.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include but not limited to

Inquiry & Applicant Support

• Respond to phone/email inquiries about service dog placement and program requirements.
• Provide clear, compassionate guidance through the application process; confirm completeness and next steps.
• Maintain timely, proactive communication with applicants (phone, email, CRM reminders/workflows).
• Maintain accurate applicant records in Salesforce/CRM.

Interview & Acceptance Coordination

• Coordinate interviews once applications are complete, in consultation with the Director of Programs.
• Track and communicate readiness factors (e.g., funding status, client needs) to support appropriate timing of placement and training.

Team Training Planning & Logistics

• Partner with the Director of Programs to set Team Training dates and manage the annual training calendar.
• When placement criteria are met, coordinate invitations and confirm attendance and requirements.
• Collect, review, and track required paperwork for Team Training; ensure documentation is complete and stored appropriately.
• Ensure training materials/manuals are current and prepared for each class.
• Prepare facilities and participant needs for Team Training; provide non-instructional support during training.

Graduation & Certification

• Support graduation logistics and communication.
• Prepare graduation packets and required certification documentation.

Post-Placement Support & Recertification

• Schedule and administer recertifications and follow-up requirements; prepare badges/paperwork as needed.
• Provide ongoing client support by coordinating questions, concerns, resources, and referrals to the Programs team as appropriate (phone/virtual/in-person).
• Maintain long-term client relationships through the working life of the team, including transitions such as successor dogs and end-of-life support communication in coordination with Programs leadership.

Data, Documentation, and Continuous Improvement

• Maintain accurate, up-to-date client and team records in Salesforce/CRM, ensuring documentation is complete and audit-ready.
• Create and maintain templates, checklists, and workflows to improve consistency and reduce bottlenecks across the client lifecycle.
• Support reporting needs (e.g., application pipeline status, training rosters, recertification schedules) as requested.

Outreach & Client Recruitment Support

• Support recruitment of new clients as needed, including responding to inquiries and coordinating next steps.

QUALIFICATION REQUIREMENTS:

• Experience: 2+ year’s experience in account/client management, client services, project manager or similar
• Preferred: Salesforce or CRM equivalent experience a plus
• Excellent working knowledge of software applications including Word, Excel, Publisher, google, and adobe
• Exceptional client service mindset; able to communicate with empathy and clarity with people with disabilities.
• Highly organized: able to manage multiple client cases simultaneously, prioritize, and meet deadlines.
• Strong written and verbal communication skills.
• Comfortable working independently while collaborating cross-functionally.
• Tech-forward and process-minded; confident using CRMs and standard office tools.
• Professional judgment with confidentiality and discretion.
• Ability to multitask, manage and maintain multiple accounts at once
• Must be able to work around animals; no condition that would be aggravated by animal exposure
• Must be able to lift 50 lbs

EDUCATION and/or EXPERIENCE: Bachelor Degree or equivalent experience in business, account management, and/or project manager.

AVALIABILITY: Must be available 40 hours, Required occasional evening/weekend availability during Team Training periods and recruitment events.

PTO

Medical

Dental

Vison

401k match

Fluent English