[Hiring] Client Setup and Support Coordinator @Contributor Development Partnership, PBC

Role Description

The Client Setup and Support Coordinator will help ensure an exceptional client experience throughout the support ticket lifecycle. This individual is responsible for reviewing and actioning all user set up and deactivation requests while meeting service level agreements and escalating where necessary. This role works collaboratively with clients, partners and internal teams, promoting client success and ensuring the highest standards of service. This is a temporary role that may lead to a permanent position based on business needs and performance.

Key Responsibilities

• Build and maintain a positive client experience through the entire support ticket lifecycle through timely communication and proactive follow-up.
• Promote client success by cultivating collaborative relationships, managing client expectations, and ensuring adherence to Service Level Agreements (SLAs) for support tickets.
• Handle user set up and deactivation with precision, maintaining accuracy across all relevant systems (Revolution CRM, Salesforce) while adhering to established processes and best practices.
• Create, update and maintain contact records in Salesforce and user records in Revolution CRM to keep data accurate and complete.
• Contribute to the company-wide knowledge base by referencing existing material and combining resources into cohesive and accessible documentation for both clients and internal teams.
• Flag recurring issues, data inconsistencies or process gaps and share with the appropriate partners for follow-up.
• Ensure clear, timely handoffs to other internal teams that are part of related user set up processes.
• Work with multiple business teams and outside partners to improve CRM processes ensuring security compliance.
• Ensure timely escalation of potential issues and proactively suggest and implement process improvements to enhance service efficiency.
• Perform other duties and responsibilities as assigned by the Manager and/or Director.

Qualifications

• Excellent customer service and support skills.
• Ability to communicate clearly and professionally with clients and internal partners, even under pressure or in quickly evolving situations.
• Flexible and adaptable to changing priorities and projects.
• Ability to independently and collaboratively tackle general issues, identify effective solutions, and provide feedback on business requirements.
• Strong technical troubleshooting skills with the ability to explain and resolve issues for clients.
• Highly developed interpersonal skills; friendly, upbeat attitude and professional demeanor.
• Excellent verbal and written communication skills to effectively translate technical concepts to non-technical audiences.
• Proven success in dynamic, fast-paced environments, managing multiple tasks and collaborating with cross-functional teams.

Educational Requirements

• Associate's Degree or equivalent work experience preferred.

Commitment to Inclusion

We strongly encourage individuals from historically marginalized and underrepresented groups to apply, even if you don’t meet every qualification. We value diverse perspectives, lived experiences, and commitment to public service. All CDP people have unique talents and experiences that create our company culture where we can all thrive and bring our whole selves to work each day.

Successful candidates will identify easily with a set of character attributes, as listed below:

• Inclusive mindset: You embrace and demonstrate an inclusion mindset and role model these behaviors for the organization.
• A Communicator: You possess strong communication skills and have great customer service skills; you like people and want to help.
• A Critical Thinker: You regularly look for ways to find efficiencies, innovate, and make improvements where you can.
• Process Oriented: You’re able to understand, work in, create, and improve processes.
• A Collaborator: You’re a team player willing to help where needed; a relationship builder whose can-do attitude inspires others; you actively share your job knowledge with team members.
• Someone Who Seeks to Learn: You are eager to listen, study, and learn new things quickly; you are resourceful and are open to regularly accepting and growing from feedback.
• Enterprising: You have proven success working in a fast-paced and changing environment; you have a strong work ethic and are excited to add value to the organization and its mission.