Client Services Coordinator

About Us! 

Founded in 2002, Raptor has partnered with more than 60,000 schools in 55 different countries, including 5,300+ K-12 US school districts, to provide integrated visitor, volunteer, attendance, dismissal, emergency management, and safeguarding software and services covering the complete spectrum of school and student safety. 

We are passionate about our mission to protect every child, every school, every day! 

About the Role

The Safety Advisor – Managed Training (SAMT) is responsible for implementation, retention, and call center support for the PublicSchoolWORKS (PSW) product offering. This is accomplished through facilitated discussion with key district administration regarding laws, risk management, district best practices and system automation. Safety Advisory Services (SAS) uses internal PSW resources to help build and maintain trust from district administrators and continues to build a lasting relationship by furthering the district’s safety program. In summary, the Safety Advisor is the face of PSW to the customer. 

This is a hybrid position (1x/week) in our Cincinnati, OH office.

Responsibilities 

• Deliver exceptional customer service, exceeding expectations by providing prompt, professional, and solutions-focused support via phone and email.
• Establish and maintain strong, harmonious relationships with customers, employees, officials, and external organizations, fostering a collaborative environment.
• Manage multiple projects, including new customer implementations, existing customer retention initiatives, employee data management, and handling day-to-day customer requests.
• Develop and execute implementation strategies with clear timelines and expectations for new and existing customers.
• Handle escalations, troubleshoot system issues calmly, and create sustainable solutions by analyzing problems, exploring alternatives, and executing agreed-upon resolutions promptly.
• Maintain accurate customer records, coordinate assessments with the manager, and analyze and administer safety and compliance program components.
• Provide expertise on compliance with state, federal, and local laws (e.g., OSHA), offering tailored advice to improve customer safety and compliance programs.
• Educate customers and employees on the functionalities of the PSW system, effectively addressing inquiries and resolving technical issues.
• Address product or service issues by identifying root causes, proposing solutions, and ensuring customer satisfaction through follow-up and resolution.
• Support efficient call handling by managing tasks such as transfers, messages, callbacks, and escalating priority calls.
• Manage workplace challenges, such as dealing with angry or upset customers, by using effective communication and problem-solving strategies.
• Perform a variety of administrative, technical, and professional tasks while remaining flexible to related duties not explicitly listed.

Qualifications

• 2–3 years of relevant experience.
• Quick learner with strong business acumen, self-motivation, and a detail-oriented mindset.
• Confident decision-maker with the ability to work effectively in both team and independent settings.
• Adaptable to changing situations, works well under pressure, and exhibits a collaborative and enthusiastic personality.
• Excellent organizational, time management, oral, and written communication skills.
• Highly proficient in productivity tools such as Word, PowerPoint, Excel, and Outlook.
• Strong critical thinking and problem-solving skills, including inductive reasoning and the ability to synthesize information effectively.
• Approachable communicator, able to listen actively, ask insightful questions, and convey ideas or advice with clarity and confidence.
• Comfortable balancing remote and in-office responsibilities with minimal supervision.
• Demonstrates a proactive approach to learning and identifying solutions, offering actionable ideas to management.

• You join the gold standard in school safety software. 
• You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe. 
• You will work with diverse teams made up of some of the best minds in the industry.
• You will exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees. 
• You will have access to a robust benefits package that includes: 
• Remote-first philosophy 
• Flexible paid time off 
• Paid parental leave 
• 11 Paid holidays per year 
• Workplace flexibility 
• Affordable health coverage (medical, dental, vision), paid 100% for employee only medical 
• 401(k) employer contribution to help you plan for the future 
• Company paid life insurance, STD, and LTD 
• Pet insurance

If you are a resident of California, Colorado, New Jersey, New York or Washington, please reach out to hr@raptortech.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.

Raptor Technologies is an Equal Opportunity Employer, providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, compensation, training, promotion, transfer, leaves of absence, and termination.