A Place for Mom

  • Customer Experience Coordinator for You’ve Got Leads - Midwest Anywhere

    Job Location(s) US-WA-Seattle | US-CO-Colorado Springs | US-MO-Kansas City | US-NM-Albuquerque | US-CO-Denver
    Job ID
    2018-3231
    # of Openings
    1
    Category
    Customer Service/Support
  • Overview

    The Customer Experience Coordinator (CEC) for You’ve Got Leads (YGL) is responsible for providing excellent customer service in response to questions, requests, and concerns from customers who use the You’ve Got Leads platform. In addition this position plays a pivotal role by providing initial training and, onboarding by proactively contacting new customers to educate them about available product features to ensure long term adoption of the platform.  The CEC is the primary touch point at the community level, making this role critical to developing and maintaining long-term customer success and demonstrating the value of You’ve Got Leads. 

     

    The CEC will communicate in a respectful and professional manner via phone/email, and exercise sound discretion and independent judgment in performing all responsibilities. This person will play an integral role in assisting in partner data migration for data uploads of new customers.

     

    The CEC will work closely with the YGL Account Executive and National Account Manager of YGL to understand new customers’ needs and any specific strategies necessary for success.  The CEC reports to Manager, Customer Experience.

    Responsibilities

    Key Responsibilities

    • Answer inbound phone and email queries from communities needing assistance.
    • Make outbound calls to new and existing customers to educate regarding features of the platform and ensure a full understanding of how to best use the program.
    • Attend weekly call with manager and additional departmental calls as scheduled.
    • Ability to meet and exceed individual Key Performance Indicators including total number of weekly tickets and calls (inbound + outbound).
    • Effectively communicate You’ve Got Leads’ value and how it can help to solve the communities’ challenges as related to managing their customer database.
    • Handle customer concerns and matters related to their account and escalate calls when appropriate.
    • Other duties as required.

    Qualifications

    Required Skills and Competencies

    • A high level of enthusiasm for establishing and building relationships with customers.
    • Ability to prioritize multiple responsibilities while meeting or exceeding expectations.
    • Appropriately, professionally, and respectfully communicate with professionals via phone and email.
    • Highly organized and able to effectively manage their time in a fast pace environment.
    • Able to properly and accurately enter data into ticket management system.
    • Ability to exercise sound discretion and make sound independent decisions, within general policy, procedural and legal guidelines.
    • Ability to take appropriate action when complaints/problems arise.
    • Strong computer skills necessary, including Microsoft and Google suites.
    • Ability to understand, explain and apply applicable laws, codes, regulations, and standards.
    • Consistent ability to complete a 40-hour work week from a designated home office, free of disruption and distraction.

     

    Education Requirements

    • Bachelor's degree is preferred.

     

    Compensation

    The position is an hourly, non-exempt position.   

     

    A Place for Mom is an equal opportunity employer committed to hiring and valuing a diverse work team. This policy of Equal Employment Opportunity applies to all applicants and employees, and to all aspects of employment, including recruitment, hiring, training, compensation, promotions, and treatment on the job, benefits, termination, and all other terms and conditions of employment.

     

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