Customer Success Coordinator

OVERVIEW OF POSITION:
Under direct supervision, supports families in navigating resources to access delivery of services within ESSC and related outside organizations. Increase consistency in customer experiences across service lines and regions in Southern California. Assist in measuring key performance indicators on internal and external customer experience. Coordinates with internal and external teams to access additional resources and facilitate the solutions and tools needed by customers. Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges. Advocates for solutions, services enhancements, and other actions to meet the needs of customers.

ESSENTIAL FUNCTIONS:

• Serves as a knowledgeable resource by responding to internal and external customer inquiries by telephone, e-mail, or chat to provide solutions – delivering adequate information, a thorough explanation, and clear next steps.
• Uses a customer relationship application or database to record activities and research product information.
• Directs customer to the correct ESSC associate for follow up.
• Supports in collecting complex and/or confidential data, and prepares other materials as appropriate.
• Performs timely customer success processes to internal and external customers.
• Works closely with Customer Success Specialist to support in the development and alignment of processes and workflows.
• Participates in team meetings, handling correspondence, sharing meeting responsibilities and responding to routine requests, as needed.
• Keeps current with best practices in customer success field, including but not limited to participating in trainings, workshops, among others, as assigned by Customer Success Specialist.
• Promotes positivity, engagement, care, and courtesy by connecting on a personal level & showing empathy to establish rapport and inspire customers in every interaction.
• Performs other duties as assigned.

EDUCATION:

• High School Diploma, bachelor’s degree is preferred.

EXPERIENCE:

• Typically requires 1-3 years of related experience within Customer Service.

KNOWLEDGE, SKILLS, ABILITIES:

• Highly organized, detail-oriented with the focus on delivering the best possible client experience
• Ability to communicate effectively through oral and written skills, and work cooperatively with a variety of individuals and groups.
• Proficient in Microsoft Office applications (e.g. Outlook, Word, Excel, Skype) and related computer software; ability to learn new software programs as needed.
• Ability to work cooperatively, support and empower, a variety of individuals and groups from a diverse community.
• Ability to maintain positive and cordial demeanor at during all interactions internal and external customers in alignment with ESSC’s purpose.
• Leverages problem-solving skills and remains calm under pressure to resolve increasingly complex problems.
• Ability to maintain a high level of confidentiality in handling sensitive situations and documentation.
• Ability to pass a post-offer physical examination and a TB test.
• Ability to provide proof of required vaccinations or positive titer showing immunity. A signed declination may be acceptable for certain vaccinations. Must pass all drug testing required by ESSC.
• Ability to obtain and maintain a criminal record/fingerprint clearance from the Department of Justice and Federal Bureau of Investigation, per Easterseals of Southern California and/or program requirements.
• Strong preference for Spanish-speaking associate.