Coord, Customer Success

Easterseals Southern California•Ontario, CA

2d•$24

About The Position

Easterseals is leading the way to full equity, inclusion and access through life-changing disability and community services. For more than 100 years, we have worked tirelessly with our partners to enhance quality of life and expand local access to healthcare, education and employment opportunities. Easterseals Southern California provides essential services and on-the-ground supports to more than 15,000 people each year—from early childhood programs for the critical first five years, to autism services, daily and independent living services for adults, employment programs, veterans’ services and more. Our public education, policy and advocacy initiatives positively shape perceptions and address the urgent and evolving needs of the one in four Americans with disabilities today. Together, we’re empowering people with disabilities, families and communities to be full and equal participants in society. Join us as we seek to be the most inclusive place for people with disabilities to live, learn, work & play easterseals.com/southerncal Base Pay - $24.00 per hour OVERVIEW OF POSITION: Under direct supervision, supports families innavigating resources to access delivery of services within ESSC and relatedoutside organizations. Increase consistency in customer experiences acrossservice lines and regions in Southern California. Assist in measuring keyperformance indicators on internal and external customer experience. Coordinates with internal and external teams to access additional resources andfacilitate the solutions and tools needed by customers. Delivers customerfeedback as a voice of the customer to internal teams identifying customerneeds, ideas, and challenges. Advocates for solutions, services enhancements,and other actions to meet the needs of customers.

Requirements

High School Diploma, bachelor’s degree is preferred.
Typically requires 1-3 years of related experience within Customer Service.
Highly organized, detail-oriented with the focus on delivering the best possible client experience
Ability to communicate effectively through oral and written skills, and work cooperatively with a variety of individuals and groups.
Proficient in Microsoft Office applications (e.g. Outlook, Word, Excel, Skype) and related computer software; ability to learn new software programs as needed.
Ability to work cooperatively, support and empower, a variety of individuals and groups from a diverse community.
Ability to maintain positive and cordial demeanor at during all interactions internal and external customers in alignment with ESSC’s purpose.
Leverages problem-solving skills and remains calm under pressure to resolve increasingly complex problems.
Ability to maintain a high level of confidentiality in handling sensitive situations and documentation.
Ability to pass a post-offer physical examination and a TB test.
Ability to provide proof of required vaccinations or positive titer showing immunity. A signed declination may be acceptable for certain vaccinations.
Must pass all drug testing required by ESSC.
Ability to obtain and maintain a criminal record/fingerprint clearance from the Department of Justice and Federal Bureau of Investigation, per Easterseals of Southern California and/or program requirements.
Carrying/Lifting: Occasional/ 0-30 lbs.
Standing: Occasional
Sitting: Constant
Walking: Occasional
Repetitive Motion/Activity: Keyboard activity, telephone use, writing
Visual Acuity: Ability to view computer monitorand read newsprint
Travel:
Environmental Exposure: Frequent unpleasant or hazardous workingconditions (e.g., noise, yelling, etc.)

Nice To Haves

Strong preference for Spanish-speaking associate.

Responsibilities

Serves as a knowledgeable resource by responding to internal and external customer inquiries by telephone, e-mail, or chat to provide solutions – delivering adequate information, a thorough explanation, and clear next steps.
Uses a customer relationship application or database to record activities and research product information.
Directs customer to the correct ESSC associate for follow up.
Supports in collecting complex and/or confidential data, and prepares other materials as appropriate.
Performs timely customer success processes to internal and external customers.
Works closely with Customer Success Specialist to support in the development and alignment of processes and workflows.
Participates in team meetings, handling correspondence, sharing meeting responsibilities and responding to routine requests, as needed.
Keeps current with best practices in customer success field, including but not limited to participating in trainings, workshops, among others, as assigned by Customer Success Specialist.
Promotes positivity, engagement, care, and courtesy by connecting on a personal level & showing empathy to establish rapport and inspire customers in every interaction.
Performs other duties as assigned.