What are the responsibilities and job description for the Client Experience Coordinator position at The Ship Group Services LLC.?
Client Experience Coordinator
Location: 6636 E. WT Harris Blvd
Job Type: Part-Time
Pay: $15.00 – $18.00/hour (based on experience)
Job Type: Part-Time
Pay: $15.00 – $18.00/hour (based on experience)
About the Role:
TSG Behavioral Health & Community Services is seeking a dedicated and detail-oriented Client Experience Coordinator to oversee the full client journey—from the first referral to final discharge. This is a critical leadership role that ensures our intake process is efficient, our clients are supported and heard, and our services are delivered with excellence.
This role involves overseeing the Client Experience Team, which includes intake and support agents. You’ll be responsible for training staff, monitoring client satisfaction, reducing service delays, and ensuring every client has a smooth, positive experience from start to finish.
This role is fully in-person at our Charlotte office and includes both administrative responsibilities and direct client engagement.
Key Responsibilities:
Client Journey Oversight:
- Ensure clients are onboarded quickly and efficiently, without unnecessary delays or confusion.
- Monitor the intake process to ensure accurate data entry, completed documentation, and timely service connections.
- Address issues related to communication gaps, intake roadblocks, or missed follow-ups.
- Track and report client onboarding numbers and engagement trends.
Leadership of the Client Experience Team:
- Supervise and provide daily oversight to the remote intake and support agents.
- Train new Client Experience Team members on intake procedures, client communication, and service quality standards.
- Monitor staff follow-ups and ensure timely, professional client interactions.
- Serve as the main point of escalation for complex client concerns or complaints.
Client Quality Assurance & Retention:
- Conduct client check-ins and satisfaction surveys.
- Address complaints with care and urgency, ensuring concerns are resolved appropriately.
- Track client retention and follow up when engagement drops.
- Ensure that all clients receive consistent, quality care from staff and programs.
- Manage the client discharge process from coordination to documentation.
In-Office Administrative Support (Concord Location):
- Greet walk-in clients and visitors, answer phones, and maintain a welcoming front office environment.
- Support in-office programs and team members with scheduling, paperwork, and internal coordination.
- Maintain office supplies and assist with basic operational support tasks.
What We're Looking For:
- High school diploma or GED required; some college preferred.
- 1–2 years of experience in customer service, intake coordination, or client relations (mental health or healthcare experience is a plus).
- Strong written and verbal communication skills.
- Experience in a leadership or support role with responsibility for client experience or coordination.
- Excellent attention to detail, problem-solving, and multitasking abilities.
- Comfort working with digital tools, client tracking systems, and communication platforms.
- Must be comfortable working on-site in the Concord office full-time.
Why This Role Matters:
You’re not just coordinating tasks—you’re shaping how people experience care. You’ll be the reason a client stays engaged, feels heard, and continues their healing journey without unnecessary stress or confusion. If you love solving problems, supporting people, and keeping things running smoothly, this is your role.
Why Join Us?
- Be a central part of a mission-driven organization.
- Help ensure that clients get the care they need without barriers.
- Gain leadership experience and grow with a supportive team.
- Make a measurable impact in the lives of individuals and families.
Apply Today:
If you're ready to lead with compassion, organization, and purpose—we'd love to hear from you.
About The Ship Group Services LLC.:
The Ship Group Holdings is dedicated to advancing lives and empowering individuals to deliver exceptional customer experiences daily. With operations spanning two countries and over seven years of service, we have successfully launched more than 20 community initiatives, achieving a 98% client satisfaction rate. Our diverse network includes brands such as Resolute Home Care, TSG Transportation, The Black Therapy Network, and TSG Behavioral Health & Community Services, all committed to fostering growth and development among our employees and the communities we serve.
Salary : $15 - $18
