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The Coordinator, Customer Experience reports to the Senior Director, Salesforce Operations. This individual will provide both strategic and operational support to headquarters staff and chapter representatives. This position is responsible for support of existing systems as well as planning and implementing new initiatives. This person will work closely with First Tee Headquarters (HQ) Business Units/Areas to ensure stakeholders receive an exceptional level of service from the Organization in support of its mission and programs. This position is responsible for providing timely and accurate written responses to a variety of business questions including those related to use of software applications, such as Salesforce.
QUALIFICATIONS
- Bachelor's degree in business administration or a related field
- 2+ years of customer support experience
- Proven ability to manage time efficiently across multiple projects
- Experience working across multiple teams/business preferred
- Willingness to learn new technology and adapt to change
- Strong interpersonal and collaboration skills
- Strong Excel skills
- Excellent writing, communication, and problem-solving skills
- Experience working in a Salesforce environment preferred
- Familiarity with First Tee preferred
RESPONSIBILITIES/DUTIES
Operational
- Oversee handling of customer support requests received from chapters via Salesforce cases across all business areas
- Manage, distribute, and resolve customer support inquiries on time while maintaining positive relationships with customers throughout issue resolution
- Collaborate with chapters and/or HQ Staff to build effective operational reports within Salesforce
- Collaborate with the Salesforce Administrator and Senior Director of Salesforce Operations to identify training gaps, system break/fixes, and potential enhancements based on customer feedback and independent analysis
- Communicate Salesforce platform functionality effectively to end users
- Provide and help create tailored education and training materials for HQ and chapters to leverage supported technology in their day-to-day operations
- Support Salesforce Administrator and Senior Director of Salesforce on projects associated with Salesforce functionality and other software applications
- And all other projects and duties as assigned
Strategic
- Develop and implement Customer Support & Engagement plan for key network changes and rollouts
- Partner with Business Units/Areas to coordinate communication of information on training, enhancements, and other important materials to HQ staff and chapters as needed
- Design & implement effective and sustainable methods to gather and analyze customer input
- Synthesize insights for Communication & Education/Training to be shared internally
- Create ongoing feedback loop between chapters and HQ to inform improvements in solutions and net new future enhancements in backlog
- Capture questions and create tailored FAQ’s to be updated on the intranet and provided internally post-launch
- Training of other internal key stakeholder groups on process
- Analyze and report on customer learnings derived from Salesforce Cases, Open Office hours, surveys, pulse checks, internal teams, etc.; work closely with Communications, Training, and other workstream leads to make learnings usable
EOE/DFW
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
