Customer Service / Project Coordinator

Job Overview

Overview of Job Description
The Project Coordinator at Carmichael Photo & Video is a critical role responsible for ensuring the seamless delivery of our high-quality real estate marketing materials to our clients. This role is the backbone of our operations, coordinating between clients, photographers, videographers, and editors to deliver a 7-star experience. They also book projects and assign proper team members to ensure the project is carried out perfectly.

Reports directly to: CEO

ROLES, RESPONSIBILITIES, EXPECTATIONS

1. Client Communication/Booking & Project Delivery
Responsibilities:
Send out all projects to clients before 10 AM.
Follow up with clients on project status and guide them through the downloading process.
Provide hands-on support to ensure a 7-star client experience.
Support customers by answering emails, texts, and phone calls and completing their requests within 10 minutes of receiving them. Provide hands-on follow-up support to our clients to provide a 7-star experience.
Book projects for clients effectively and efficiently.
SMART Expectations:
100% of projects are sent to clients by 10 AM daily.
Respond to client queries within 15 minutes during work hours.
Conduct a weekly review to ensure client satisfaction metrics are met.
Book clients within 15 minutes of the request coming in.
Close out the inbox by 5 p.m. daily.

2. Team Coordination & Quality Control
Responsibilities:
Assign team members to projects before 10 AM.
Ensure quality control by proofing and retouching images and videos.
Close out all projects daily by 5 p.m.
SMART Expectations:
Zero missed deadlines for team assignments.
Maintain a quality error rate of less than 2%.
Complete all weekly projects by Friday at 5 p.m., without exception.

3. Administrative Duties & System Improvements
Responsibilities:
Manage Brokerage and User accounts in our CRM.
Create training material when necessary.
Identify system improvements and implement standard operating procedures.
SMART Expectations:
Update CRM records with 100?curacy.
Produce at least one new training material per quarter.
Propose one system improvement per month and implement approved changes within two weeks.

INTERNAL MEETING CADENCE
Weekly Team Meeting: M,W,F at 8:43 AM

By fulfilling these roles and responsibilities, the Project Coordinator will be an invaluable asset to our team, ensuring that we not only meet but exceed our commitment to providing a 7-star experience to our clients.

Apply here
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