Customer Success Coordinator

IN ORDER TO BE CONSIDERED FOR THIS ROLE PLEASE TAKE THE JOB TRAIT SURVEY USING THIS LINK: Click to view/p/Q8Qkpu1MifXs9uAFW – This survey allows us to qualify candidates’ based on business related traits suited for this role.

POSITION TITLE: Customer Success Coordinator
DEPARTMENT: Operations
DEPT. SUPERVISOR: Connor Stewart

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 US Central Standard Time to main line.
2. Monitor, manage, respond, and distribute Click to view 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.

NON-ESSENTIAL FUNCTIONS:
1. Assistance with planning and executing team building events or activities for the Z3 team.
2. Liaison with the property management company for Z3 office.
3. Assistance in charity organized events on behalf of Z3.

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 team members.
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.