Client Care Coordinator - Service

Consider joining us as a Client Care Coordinator if:

You have worked in a call center, customer service, or office environment, responding to competing demands and prioritizing tasks. You have high attention to detail, strong organizational skills, and a willingness to help wherever and whenever you are needed. You can foster relationships with colleagues, professionals, and clients. You seek opportunities to enhance the lives of those around you and find satisfaction in solving problems.

About Motion:

Canadian-owned and operated, Motion is Canada’s leading full-service mobility and accessibility solutions provider and has served communities across Alberta, BC, Manitoba, Ontario, and Saskatchewan for more than 40 years through our network of 48 locations. Our knowledgeable and caring team of experts supports individuals and those who care for them by delivering solutions that make life accessible for everyone. Our products include wheelchairs, walkers, mobility scooters, power lift recliners, lifting devices, homecare and adjustable beds, bathroom safety items, and more. Whether our clients are 1 or 100, we have products to ensure the independence, mobility, and safety of clients of all ages.

The role:

We are adding a compassionate, problem-solving, and responsive Client Care Coordinator to our team in Ontario. This posting is for an existing vacancy. You will deliver an outstanding customer experience every time to our valued clients, their loved ones, and the community healthcare practitioners that make up their care team. You will prioritize comfort and attention, ensuring clients feel welcome and taken care of. You will drive behind-the-scenes efficiency and processes and collaborate with colleagues in our store and warehouse.

What’s in it for you:

Growth opportunity. This is an opportunity to become an integral part of our Service team and gain a deep understanding of the mobility and accessibility industry. You will learn our products, services, funding processes, repair workflows, and service operations while developing strong coordination, problem-solving, and client relationship management skills. You'll have ownership over your own portfolio of service orders from start to finish, making a meaningful contribution to the client experience while building valuable operational expertise.

Impact. Every interaction you have helps improve the lives of our clients. Many of the individuals we support rely on their mobility equipment every day to maintain their independence. Your ability to coordinate repairs, communicate proactively, and keep service requests moving efficiently ensures clients receive the support they need when they need it most. At Motion, you'll experience the satisfaction of knowing your work directly impacts people in your community.

Professional development and networking. At Motion, we foster a culture of continuous learning and professional growth. You will have:

• Access to our internal Learning Portal, featuring extensive training on our products, systems, processes, and professional development topics.
• The opportunity to learn from experienced leaders and cross-functional teams who will support your growth and provide the tools you need to succeed.
• Exposure to multiple areas of the business, including Service, Sales, Funding, and Client Care, providing opportunities to broaden your knowledge and develop your career.
• Opportunities to attend industry events, including Motion's Rehab Expos, where you can connect with vendors, healthcare professionals, and colleagues across the organization.

How you will spend your days:

• Own the client service journey. You will be the primary coordinator for your assigned service orders from intake through completion. You will receive incoming service requests by phone, email, and in person, gather the necessary information, create accurate service work orders, and ensure every repair progresses efficiently through each stage of the process.
• Coordinate repairs from start to finish. You will manage multiple active service orders simultaneously, coordinating with Service Technicians, Sales Consultants, suppliers, funding partners, and internal departments to ensure equipment repairs, maintenance, and warranty work are completed accurately and on time.
• Keep service orders moving. You will proactively monitor the status of your open orders, follow up on outstanding tasks, order replacement parts, submit funding requests and supporting documentation when required, obtain approvals, schedule technician appointments, and resolve issues before they become delays. You take ownership of your workload and ensure nothing falls through the cracks.
• Communicate with confidence. You will provide timely updates to clients regarding the status of their repairs, answer questions, manage expectations, and respond professionally to urgent inquiries by phone and email. You understand that proactive communication builds trust and creates an exceptional client experience.
• Collaborate across teams. You will build strong working relationships with technicians, sales consultants, client care, funding specialists, suppliers, and branch leadership to ensure accurate information is shared and client needs are met. You are comfortable following up with others and coordinating across multiple departments to achieve the best outcome.
• Maintain accurate documentation. You will work within multiple systems and databases to document client interactions, update service records, process work orders, prepare quotes, maintain funding documentation, and ensure all client information remains complete, accurate, and up to date.
• Prioritize in a fast-paced environment. Every day brings changing priorities, new service requests, and urgent client needs. You will confidently balance competing demands, adapt quickly, and remain organized while delivering excellent service and maintaining attention to detail.

What you bring:

• Experience. You have experience in a fast-paced customer service, service coordination, dispatch, healthcare administration, or office environment where managing multiple priorities was essential. You thrive in a high-volume setting, can effectively organize competing demands, and understand the importance of following tasks through to completion. You are highly proficient with Microsoft Office Suite, comfortable working across multiple software platforms simultaneously, and can quickly learn new systems and processes. Experience coordinating service work, scheduling, repairs, funding, or case management is considered an asset.
• Organization and accountability. You are exceptionally organized and detail oriented. You naturally take ownership of your work, maintain accurate records, follow up consistently, and proactively identify next steps. You understand that successful coordination depends on staying ahead of deadlines, communicating effectively, and ensuring every client order continues moving forward until it is fully resolved.
• Communication and interpersonal skills. You are an excellent communicator who builds trust with clients and colleagues alike. You are confident handling a high volume of inbound phone calls and email correspondence while providing compassionate, professional service. You communicate clearly, manage expectations effectively, and remain calm and solution-focused when responding to urgent or complex situations.
• Collaboration and problem solving. You enjoy working cross-functionally and know how to build productive relationships with colleagues across departments. You are resourceful, proactive, and comfortable following up with multiple stakeholders to resolve issues, remove roadblocks, and ensure positive outcomes for clients.
• Customer focus. You understand that every interaction matters. You approach every client with empathy, patience, and professionalism while balancing business priorities and operational requirements. You are committed to delivering an exceptional client experience through responsiveness, ownership, and consistent follow-through
• Additional must-have requirements. You are able to successfully complete a criminal background check and are bondable.

What we offer:

At Motion, we are proud to provide our employees with the following competitive benefits and rewards package. We offer:

• Fair and attractive compensation with a salary range from $35,000 - $45,000 annually. The precise remuneration can differ depending on skills, experience and geographic location
• Eligibility to a comprehensive benefits package
• Robust vacation and personal days allotment
• RRSP/DPSP match program
• Maternity/parental leave top-up
• Employee Assistance Program
• Employee Discount Program
• Tenure recognition through our Motion Milestone Program
• Employee Referral Bonus Program
• Professional Development Reimbursement
• Eligibility to the company’s pooled bonus plan
• Goodlife Fitness corporate membership discount
• A safe, respectful, and supportive work environment including company-provided safety equipment and resources