Customer Success Coordinator
Nova Pioneer aims to have the highest
standards for customer experience, and as the CSC you play a critical role in
that.
Acting as a critical point of contact
for prospective Nova Pioneer families, the Customer Success Coordinator
connects with leads to transform their interest into an application,
coordinating support to maximize the likelihood of conversion.
As part of the Marketing team, the
CSC shares our common goals of building the brand by delivering unparalleled
customer service by answering questions, sharing materials, following up with
phone calls, and satisfying requests and queries of interested future
Novaneers.
Responsibilities
·
Provides efficient customer service
by promptly and courteously responding to all inbound inquiries via email and
phone using our CRM platform
·
Processes call/ email transactions
accurately and within established time standards. Manages and utilizes time
effectively to ensure the required service levels for call capture and service
handle time as well as quality and customer satisfaction standards are met.
·
Accelerates adoption of new solutions
by helping prioritize projects and support activities that deliver the best ROI
·
Collaborates with Marketing team to
ensure that transitions are seamless and that any unmet customer needs that
require a teammates support are being managed
·
Creates and coordinates account
documentation including reports, assessments and recommendations
·
Efficiently utilizes on-line
reference materials to provide accurate and timely information and counsel to
customers.
·
Develops and continuously builds
product, procedural and technical systems knowledge.
Requirements
·
You have strong relational skills and
are passionate about engaging your customers
·
You have a ‘customer first’
mentality, and are a natural problem-solver who enjoys connecting with people
and treats each individual with empathy and respect
·
You are obsessed with detail and
meticulously check all work before delivering
·
You are excited about working in a
startup, and are comfortable working in a fast-paced team
Skills & Experience
Required
·
You display excellent oral, written
and interpersonal communication skills, and the capacity to multi-task
·
Proficiency in Microsoft suite is
required, comfort using digital platforms including Salesforce and Zendesk is
preferred
·
Must be able to type a minimum of 25
WPM.
·
Must demonstrate strong written
skills, including flawless grammar and a friendly, on-brand writing style
·
Direct Customer Service experience
preferred.
How to Apply