Client Relations - Assistant Manager (Leadership Team) - URGENT HIRING

Company: Ascension Business Solutions LLC
Department: Client Relations
Employment Type: Full-Time
Work Setup: Remote
Schedule: U.S. Business Hours (Graveyard Shift – PH Time)

Position Overview

The Client Relations Assistant Manager supports the Client Relations Manager in the daily 
administration and coordination of the department. The CRAM is responsible for email 
management, escalation tracking, scheduling, reminders, follow-ups, tracker maintenance, 
documentation, and KPI monitoring. 
The role ensures that no client concern, commitment, meeting, follow-up, or departmental action 
is missed. The CRAM acts as the department’s primary coordination and control point, keeping 
cases organized and ensuring that assigned actions are completed within the required 
timelines.

Key Responsibilities 

1. Email Management 

•  Monitor the assigned Client Relations email inboxes and ensure all messages are reviewed, categorized, assigned, and acknowledged.
• Identify urgent, sensitive, escalation-related, termination-related, and executive-level 
  emails.
• Respond to routine emails within the authorized scope of the role.
• Escalate complicated or high-risk emails to the Client Relations Manager.
• Ensure the average email response time remains within 30 minutes.
• Track unresolved messages until completion.
• Review outgoing correspondence for accuracy, professionalism, clarity, and 
  completeness.
• Maintain proper email folders, labels, documentation, and case references. 

2. Escalation Coordination 

• Receive and document client escalations from email, meetings, calls, Operations, Success, Sales, or other departments.
• Create or update the escalation record in the designated tracker or system.
• Record the date, time, client, VA, issue category, severity, assigned owner, required action, and target resolution date.
• Ensure the client receives a timely acknowledgment.
• Schedule escalation meetings and coordinate the availability of required participants.
• Follow up with action owners until all commitments are completed.
• Escalate delayed, recurring, or complicated cases to the Client Relations Manager.
• Maintain accurate case timelines and supporting documentation.
• Confirm that closure notes and client feedback are recorded. 

3. Calendar and Scheduling Management 

• Manage the Client Relations Manager’s schedule for client calls, escalation meetings, termination discussions, investigations, internal reviews, and leadership meetings.
• Coordinate meeting schedules with clients and internal stakeholders.
• Prepare calendar invitations with the correct attendees, agenda, links, and supporting information.
• Avoid scheduling conflicts and ensure urgent cases are prioritized.
• Send meeting reminders and follow-up notices.
• Reschedule meetings promptly when required.
• Maintain visibility over upcoming deadlines and client commitments. 

4. Reminders and Follow-Ups 

• Maintain a centralized list of pending actions, deadlines, commitments, and follow-ups.
• Send reminders to responsible team members before deadlines.
• Follow up with Operations, Team Leaders, Success, Finance, Sales, Training, Recruitment, and other departments regarding outstanding actions.
•  Ensure clients receive updates even when the final resolution is still pending.
• Flag overdue actions to the Client Relations Manager.
• Confirm completion before marking an item as closed.

5. Tracker and Documentation Management

• Maintain accurate and updated trackers for:
  • Escalations
  • Terminations
  • Offboarding
  • Replacements
  • Client check-ins
  • Client health status
  • Client feedback
  • Follow-ups
  • Retention actions
  • Client satisfaction
  • Department KPIs
• Conduct routine audits to identify missing information, duplicate entries, incorrect classifications, or overdue actions.
• Ensure meeting notes, email records, call summaries, investigation documents, and 
  closure notes are filed correctly.
• Prepare weekly and monthly tracker summaries for the Client Relations Manager.
• Protect confidential client and employee information.
  

6. KPI Monitoring 

• Monitor department performance against established targets.
• Provide regular updates regarding completed, pending, at-risk, and overdue activities.
• Identify early signs that a KPI may be missed.
• Coordinate corrective follow-ups with the responsible owner.
• Assist the Client Relations Manager in preparing weekly, monthly, and quarterly reports.
• Verify the accuracy of data before reports are submitted.
• Maintain supporting documentation for reported results. 

7. Team Coordination

• Support the Client Relations Manager in assigning tasks and monitoring workload.
• Coordinate daily priorities with Client Relations Specialists.
• Help ensure scheduled weekly and monthly calls are completed.
• Step in to support client communication and escalation coordination when necessary.
• Assist in onboarding or orienting new Client Relations team members.
• Promote consistent communication, documentation, and accountability across the department. 

Required Competencies 

• Strong organization and attention to detail
• Email and calendar management
• Follow-up discipline
• Tracker and documentation management
• Professional client communication
• Time management and prioritization
• Ability to handle multiple active cases
• Basic escalation and conflict-management skills
• Data accuracy and reporting
• Confidentiality and professionalism
• Ability to work independently and follow through on commitments 
  

Preferred Qualifications 

• Experience in client relations, administrative coordination, account management, or 
  operations support
• Experience managing executive calendars, shared inboxes, trackers, and follow-ups
• Strong written and verbal communication skills
• Ability to organize multiple deadlines and stakeholders
• Familiarity with CRM platforms, project-management tools, spreadsheets, and email-management systems
  

This is an urgent hiring need.

Ascension Business Solutions is prioritizing this role due to active onboarding demands and leadership support requirements.

Qualified candidates who complete all application and assessment steps promptly may be contacted and processed on an accelerated timeline.

Compensation & Benefits:

Ascension Business Solutions offers a structured, long-term employment opportunity designed to support stability, growth, and professional development.

• Competitive compensation aligned with the leadership role scope
• Paid training and structured onboarding
• Fully remote work setup, including company-issued laptop and noise-canceling headset
• HMO health coverage (subject to eligibility guidelines)
• Paid Time Off (PTO)
• Performance-based annual salary increases
• Additional bonuses are available after 6 months of tenure
  

ABS is intentional about building long-term professional partnerships, not short-term or gig-based arrangements.

Why Join Ascension Business Solutions?

• Shape the quality and readiness of ABS’s global VA workforce
• Work directly with Leadership and cross-functional teams
• Operate within clear systems, standards, and escalation frameworks
• Join a values-driven organization guided by Love, Support, and Excellence
  

Disclaimer: Responsibilities may evolve based on business needs. Employment is at-will.

How to Apply:

Complete the Application Form and include the following:

• Vocaroo introduction link
• Updated resume
• Device specifications screenshot
• Internet speed test result
  

⚠️This role is urgent. Early and complete applications will be prioritized. Incomplete applications may not be processed.