Customer Care myQ Community - Coordinator

Chamberlain Group•Oak Brook, IL

33d•$23 - $38•Hybrid

About The Position

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster® and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ® app daily. This role is within CG's Partner Engagement and Loyalty function. A successful incumbent is expected to (i) Ensure timely response for all myQ Business - email and phone inquiries and may require answering customer calls. (ii) Ensure accurate billing of all myQ Business subscriptions (iii) Track trends to provide insights on process changes that will improve overall Customer Experience.

Requirements

High School Diploma or GED Equivalent
2+ years Customer Care or Customer Service experience
Salesforce Service Cloud
Strong project and time management skills
Strong analytical skills
Strong verbal and written communication skills; proficiency in Microsoft Office Suite

Nice To Haves

Prior experience in myQ Community Support and Zuora

Responsibilities

Provide ongoing, daily support to external and internal customers on myQ subscription services.
Utilize Salesforce to initiate and process customer cases to resolve issues within our service level guidelines.
Identify issue trends and escalate further resolution.
Provide ongoing support of our Sales Support Coordinators, Customer Success, and Outside Sales teams, and Product Managers.
Provide live SME support to Customer Care Representatives on myQ -Community - invoicing & account inquiries.
Track and analyze SME support questions and issues by Customer Care Representatives and Customer type; identify areas for improvement and continues education.
Resolve escalated customer complaints from Customer Care Representatives, Customer Success Manager, Outside Sales team, and Product Managers.
Escalated billing issues and support any troubleshooting/testing required to resolve.
Follow-up with customers regarding the status of their open issues and credit information as needed.
Maintain inbox workflow and respond to customers within desired service levels.
Develop deep knowledge of customers, communities, and facilities to expand service offerings and proposals to customers
Partner cross functionally to ensure long term success and scalability of Customer Onboarding process; own continuous improvement activities to streamline process with standardized forms and document process flow
Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams
Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
Protect Chamberlain Group’s reputation by keeping information confidential.
Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
Contribute to the team effort by accomplishing related results and participating on projects as needed.