Manage and respond to client communications across various platforms, such as over the phone, via email and chat in a timely, warm and efficient manner utilizing approved templates and/or workflows. Escalating any potential issues as needed.
Be a go-to resource for client education about Octave services.
Assist with onboarding new clients for Octave services, including the completion of paperwork and collection of billing information.
Collaborate with colleagues to explore innovative ways to streamline processes and meet service standard goals.
Embody Octave’s mission to deliver extraordinary care in every interaction with clients and colleagues.
Accurately document client interactions in systems and escalate issues as needed.
Learn and follow protocols for client intake, scheduling, and general support.
Support team projects and administrative tasks as assigned.

Minimum 1 year experience in a high touch customer service role.
Minimum 2 years experience in an administrative role.
Product management skills are a plus.
Strong attention to detail in a fast-paced environment.
Excellent written and verbal communication skills.
Track record of identifying and implementing process improvements.
High comfort level multitasking between software systems.
Open to performing tasks outside of your defined role with an eagerness to learn and grow.
Ability to handle sticky or sensitive situations with discretion and care.

Client Support Coordinator – Tue-Sat EST

Key skills