Virtual Inc. is looking for a Client Coordinator within our Regulatory Operations team! The ideal candidate will be passionate about delivering timely and efficient service excellence, and will bring a positive experience to all interactions with our clients. If this sounds like a fit for you, read on!

Summary: This position will work with the team to provide exceptional service to Virtual, Inc. clients and applicants by processing assigned applications following contract guidelines and responding to client and applicant inquiries in a professional and timely manner. As well as assisting with client reporting and working on special projects on an as needed basis.

The Operations Coordinator position works with the team to help ensure that every client we serve achieves or exceeds its strategic objectives.

This position requires working out of our Nashville, TN office with telework flexibility.

We're committed to DRIVING CLIENT SUCCESS and EXCELLENCE EVERYWHERE to enable our clients to make their mark on the world. Here's how you will help us do that:

• Process assigned applications within defined Service Level Agreements.
• Review documents for eligibility as needed, following documented processes and requirements.
• Process renewal invoices the set number of days prior to member expiration date.
• Prepare written responses to inquiries regarding application discrepancies.
• Respond to inquiries in accordance with instructions in the Customer Service FAQ's, website, and coordinator manual.
• Respond to all voice mails and emails within one (1) business day and log interactions on member/applicant online account page.
• Assist with customer service phone coverage as needed to help ensure call abandonment rate stays below 15% of total calls.
• Review websites and documents monthly for accuracy.
• Ensure the coordinator instruction manual is kept up-to-date.
• Review Customer Service FAQs monthly for accuracy.
• Prepare and mail exam admission materials, and process score reports and notices as needed.
• Process event registrations, including payment processing as assigned.
• Compile membership, application and/or event registration reports as needed.
• Continuously look for ways to improve processes, communication, and work product and work with department leadership to implement approved changes.
• Ensure confidential documents are managed and handled in a secure and confidential manner.
• Attend Client or Board meetings upon request.
• Promote a positive Virtual experience with all clients and candidates.
• Other duties may be assigned.

We all have a hand in creating a COMPANY WE LOVE by LEADING THROUGH OUR VALUES and fostering a culture that empowers and rewards its employees. You will:

• Represent Virtual's core values of innovation, service excellence, empowerment, respect, teamwork, generosity, fun and trust.
• Exemplify our servant leadership philosophy every day by building trust, serving first, and acting as one team.
• Actively participate in company-sponsored committees, events and initiatives geared toward engagement, development, and fun!

As our next Client Coordinator, you will bring:

• Strong verbal and written communication skills
• Proficiency in Microsoft Office Suite
• A team-player attitude
• Ability to multi-task in an extremely fast-paced environment
• Proven ability to drive process improvement and comfortably implement new tools and software
• Adaptability; the ability to change priorities as business changes occur
• Customer service background
• Good problem-solver with an analytical mind
• Sense of urgency

The target hiring range for this role is $31,200-$35,300 USD (annually). The starting base salary will be determined based on skills, experience, location, and other job-related factors. In addition, our total rewards package includes a robust medical, dental, and vision insurance plan (free option available for individuals); generous short- and long-term disability, supplemental life insurance, health care and dependent care, Flexible Spending Accounts, 401(k) savings match, paid parental leave, financial planning workshops, pre-paid legal plan, discretionary annual bonus and merit increase, and unlimited paid vacation time.

About Virtual Inc:

Headquartered in Wakefield, MA with offices in Nashville, TN, Reston, VA, and Ottawa, ON, Virtual also brings together a remote workforce from all over North America. Founded in 1999, Virtual's innovative and inclusive culture is the driving force behind our success and continued growth.

Our Virtual Team is made up of passionate professionals who understand the needs of associations, standards organizations, consortia, startup advocacy groups, and professional societies. The expertise within the Virtual team enables our clients to achieve their goals and make a mark on the world. Virtual's global clients include organizations led by Google, Facebook, Microsoft and more. We also service organizations that are tackling some of the biggest challenges in the world today, from eating disorders, to space travel to noise pollution.