Community Customer Support Coordinator

Job Title:

Community Customer Support Coordinator @ A Place for Mom

Location:

Remote (USA)

Employment Type:

Full time

Location Type:

Remote

Department:

Community Network Team

Compensation:

$24 per hour

Overview:

The Community Content Coordinator ensures that A Place for Mom has the most valuable and up-to-date information about our national network of Community Customers, with a strong emphasis on pricing. This critical data is then used to build high-impact SEO/AIO campaigns and informs our field sales teams about the offerings of each individual community to drive sales conversion rates.

Key Responsibilities:

• Partner with key stakeholders at our largest accounts to keep pricing and content up to date and to collect new data types as needed
• Work closely with Account Management for contact verification and to attain customer buy-in
• Upload new pricing & other data from assigned accounts into A Place for Mom’s database manually and via bulk upload tools
• Manage customer outreach via email, phone, and SMS in Salesforce and Outlook
• Meet weekly outreach and pricing update goals and log details in Salesforce
• Track pricing collection in Salesforce via Cases
• Utilize tools like Salesforce, Zendesk, and Tableau to maintain efficiency
• Perform basic troubleshooting when necessary and follow defined escalation path

Required Skills and Competencies:

• Process oriented: ability to think strategically about the best solution when faced with challenges or escalations
• Demonstrate ownership: ability to learn quickly, be proactive, and assume ownership for project success
• Analytical mindset: ability compile data from a variety of sources identify performance gaps and diagnose drivers to improve team performance. Comfortable running reports using Excel.
• Customer focused: empathic and committed to resolving customer requests and concerns in timely and professional manner
• Communicate effectively: delivers clear, concise and compelling messages, including strong professional writing skills and phone presence.

Education Requirements:

• Bachelor’s degree
• Proficiency in Microsoft Excel
• 1-2 years experience in customer support or sales

Compensation:

• Base Salary: $24.00 an hour

Benefits:

• 401(k) plus match
• Dental Insurance
• Health Insurance
• Vision Insurance
• Paid Time Off