Client Services & Operations Coordinator

Client Services & Operations Coordinator

Location: Toronto, ON
Start Date: Immediate
Duration: Permanent
Work Type: Full-Time
Compensation: $50,000–$55,000 annually, with flexibility up to $60,000 for an exceptional candidate

Role Overview

We are seeking a highly organized, proactive, and client-focused Client Services & Operations Coordinator to manage the administrative and logistical coordination of client transitions, from initial booking through to the completion of moves, downsizing projects, and clear-outs.

This position requires someone who can confidently manage multiple client files simultaneously, communicate professionally with families and service providers, and ensure all arrangements are addressed in advance. The successful candidate will take ownership of responsibilities, anticipate potential issues, follow through on outstanding matters, and independently manage routine day-to-day decisions.

An important part of this role is providing administrative and operational support to the General Manager and management team by managing details, keeping matters organized, and minimizing the need for management involvement in routine activities.

Key Responsibilities

Client & Move Coordination

• Coordinate administrative and logistical details for client moves, downsizing projects, and clear-outs.

• Serve as a primary point of contact for clients and their families throughout the transition process.

• Coordinate communications between clients, family members, Power of Attorneys (POAs), retirement residences, internal teams, and external service providers.

• Confirm move dates, timelines, access requirements, and special client instructions.

• Ensure all necessary information, documentation, and arrangements are in place before scheduled service dates.

• Secure and confirm elevator bookings for applicable moves and coordinate requirements with retirement residence staff.

• Identify potential scheduling or logistical issues and coordinate solutions proactively.

• Work with internal departments to ensure all team members have the information needed to complete each project.

Client & Family Communications

• Maintain professional, timely, and compassionate communication with clients, families, and POAs.

• Respond to inquiries, provide updates, and follow up on outstanding questions or requests.

• Communicate schedule changes, service requirements, and project updates to relevant parties.

• Liaise with retirement residence staff regarding move arrangements, access, elevator reservations, and other requirements.

• Build positive working relationships with retirement residences and external service providers.

• Ensure clients and families feel informed, supported, and confident throughout their transition.

Contracts, Invoicing & Accounts Receivable

• Prepare and issue client contracts and service agreements.

• Ensure signed contracts are received before moves, clear-outs, or other services begin.

• Prepare and issue accurate client invoices in a timely manner.

• Monitor outstanding accounts and ensure payments are received within established payment terms.

• Follow up professionally with clients and families regarding overdue invoices and outstanding payments.

• Maintain accurate records of invoices, payments, and account balances.

• Escalate unresolved payment issues or discrepancies to the General Manager.

CRM & Administrative Management

• Maintain and regularly update the CRM with accurate client information, contact details, contracts, invoices, communications, and project notes.

• Ensure client files and records are complete, organized, and up to date.

• Maintain accurate scheduling records, service dates, client requirements, and outstanding tasks.

• Ensure important information is documented and accessible to appropriate team members.

• Develop and maintain consistent administrative processes to support efficient daily operations.

• Assist with general administrative duties and internal coordination as required.

Internal Coordination & Reporting

• Report to the General Manager and provide regular updates on client files, scheduling, outstanding items, and operational matters.

• Coordinate with moving, sales, operations, and other internal departments.

• Ensure relevant team members are informed of client requirements, scheduling changes, and important project details.

• Escalate significant client concerns, service issues, or operational challenges when appropriate.

• Independently manage routine administrative and coordination matters within the scope of the role.

• Identify opportunities to improve communication, organization, and administrative efficiency.

Qualifications & Experience

• 3–5 years of experience in administration, client services, operations coordination, or a similar role.

• Exceptional organizational and time-management skills.

• Strong written and verbal communication skills.

• Experience managing multiple projects, schedules, and client files simultaneously.

• Proficiency with Microsoft Office, CRM systems, and general office technology.

• Experience with invoicing, contracts, accounts receivable, and payment follow-ups.

• Strong attention to detail and the ability to prioritize competing demands.

• Professional judgment and confidence communicating with clients, families, senior management, and external service providers.

• Experience in retirement living, healthcare, hospitality, relocation services, or another client-focused industry is considered a strong asset.

Skills & Competencies

• Proactive: Anticipates what needs to be done rather than waiting for instructions.

• Self-Sufficient: Manages responsibilities independently and makes sound decisions within their scope.

• Highly Organized: Keeps multiple client files and competing priorities organized without overlooking important details.

• Client-Focused: Understands the importance of providing a professional, responsive, and compassionate client experience.

• Accountable: Takes ownership of responsibilities and follows through until completion.

• Resourceful: Troubleshoots routine issues and finds practical solutions without unnecessarily involving management.

• Adaptable: Comfortable working in a fast-paced environment where priorities may change.

• Professional: Communicates confidently and appropriately with clients, families, POAs, retirement residence staff, and colleagues.

What Success Looks Like

The successful candidate will become a dependable and integral part of daily operations.

Success in this position means:

• Every client transition is properly coordinated, with necessary arrangements confirmed in advance.

• Contracts are signed, invoices are issued, and payments are followed up on consistently.

• Client information and documentation are accurately maintained in the CRM.

• Clients, families, and retirement residence partners receive timely and professional communication.

• Internal departments have the information they need to complete their work efficiently.

• Routine administrative and coordination matters are handled independently without unnecessarily requiring management's attention.

• Management can confidently delegate responsibilities knowing matters will be handled, followed through on, and completed without repeated reminders.

**Staffworks may use AI-enabled tools to assist with recruitment activities while maintaining recruiter involvement and respecting applicable privacy and employment regulations.**