[Hiring] Client Solutions & Support Coordinator @Contributor Development Partnership, PBC

Role Description

Client Solutions & Support Coordinators help to ensure exceptional client experiences throughout the support ticket lifecycle. Individuals in this role are responsible for:

• Reviewing client requests and accurately determining issues across a variety of platforms including RevolutionCRM.
• Escalating issues when needed and providing effective recommendations and solutions for prompt resolution.
• Working collaboratively with clients and internal teams to promote client success and ensure the highest standards of service.

Key Responsibilities:

• Build and maintain positive client experience through the entire support ticket lifecycle.
• Promote client success by cultivating collaborative relationships and managing client expectations.
• Ensure adherence to Service Level Agreements (SLAs) for support tickets.
• Participate in weekly ticket prioritization and review meetings for efficient ticket management.
• Contribute to the company-wide knowledge base by documenting common support issues and resolutions.
• Research existing material and combine resources into cohesive documentation for clients and internal teams.
• Participate in internal stakeholder meetings and external client meetings to clarify and resolve client requests.
• Ensure timely escalation of potential issues and proactively suggest process improvements.
• 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.
• Flexible and adaptable to changing priorities and projects.
• Ability to independently and collaboratively tackle general issues.
• Strong technical troubleshooting skills.
• Highly developed interpersonal skills; friendly and professional demeanor.
• Excellent verbal and written communication skills.
• Proven success in dynamic, fast-paced environments.
• Bachelor’s Degree or equivalent work experience preferred; recent grads are encouraged to apply.

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

• DEI mindset: You embrace and demonstrate a diversity and inclusion mindset.
• A Communicator: You possess strong communication skills and great customer service skills.
• A Critical Thinker: You regularly look for ways to find efficiencies and innovate.
• Process Oriented: You understand, work in, create, and improve processes.
• A Collaborator: You’re a team player willing to help where needed.
• Someone Who Seeks to Learn: You are eager to listen, study, and learn new things quickly.
• Enterprising: You have proven success working in a fast-paced environment.

Equal Opportunity Employer

CDP is proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of various characteristics protected by law. CDP provides reasonable accommodations for applicants with a disability in completing job application procedures.