Customer Success Coordinator

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POSITION TITLE: Customer Success Coordinator
DEPARTMENT: Operations
DEPT. SUPERVISOR: Will Forbes

POSITION SUMMARY: The Customer Success Coordinator is focused on managing communication between all stakeholders involved in our customers’ properties, including Tenants, Landlords, and vendors. Must have high energy and a focus on problem solving. The Customer Success Coordinator is a first point of contact for many and is therefore a representative of the Z3 Real Estate brand and values. This person is responsible for adding a human touch to our efficient and automated business model.

ESSENTIAL FUNCTIONS:
1. Answer inbound calls from 8-4 or 9-5 to main line.
2. Monitor, manage, respond, and distribute Upgrade to see actual info email traffic.
3. Be a touchpoint of human interaction during normal business hours, providing a personal touch to customer communication.
4. Manage the Z3 On-Call Calendar.
5. Coordinate inbound maintenance requests via phone and email: Creating YARDI Work Orders, notifying Property Managers & Facilities Team, and directing Tenants to Commercial Cafe when relevant.
6. Route documents sent to the Insurance inbox to the correct party for updating.
7. Track and document all inbound calls.
8. Manage company phone system and set up lines for new employees.
9. Follow-up on outstanding items and calls sent to property managers via asana or other applications.
10. Maintain, develop, and improve FAQ for website and future call center.

ADDITIONAL TASKS:
1. Assist with property management, training, facilities management, and corporate tasks.
2. Exhibit a willingness to learn about Z3 policies, procedures, and services.
3. Perform all other duties as assigned by supervisor.
4. Cultivate a thorough and efficient customer service mentality by managing both customer and team interactions with professional and effective communication.
5. Assist with the management of customer and industry lists for marketing and outreach.

EDUCATION/EXPERIENCE/SKILLS REQUIRED:
1. Bachelor’s Degree or equivalent.
2. Must be self-motivated, assertive, and perform well in a responsive and professional manner with customers and teaUpgrade to see actual infombers.
3. Strong interpersonal and verbal communication skills.
4. Detail-oriented and organized.
5. Minimum of 2-years Customer Service experience.
6. Highly developed aptitude for listening and problem solving.