Community Customer Support Coordinator

A Place for Mom•Overland Park, KS

1d•$24

About The Position

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.

Requirements

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

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