Client Engagement Coordinator

About the role

The mission of the Client Engagement Coordinator is to create a badass first impression and foster a fun, relevant brand personality through every interaction (think comments, DMs, texts, calls) while creating an out-of-this-world customer experience! You'll take ownership of managing communications for internal and external inquiries over social media and other channels while being in charge of the entire lead distribution process!

Platform and Community Management

• Create an out-of-this-world first impression by answering texts, calls, and social media DM’s quickly, while staying on brand.
• Responsible for all customer communications and issues from initial contact until resolution, and communicating with agents & management about problems that arise.
• Respond to all comments, creating an engaging brand on social media that people want to interact with.
• Ensure that every person you come in contact with has a great experience with Smart City. Creating a new customer or promoter with every touch point.

Operations

• Monitor and manage all platforms for your designated Market(s).
• Execute community management efforts, ensuring the first impression aligns with brand standards.
• Qualify all inbound leads according to company guidelines.
• Uphold departmental lead goals and maintain Smart City’s high standards for quality conversations.
• Actively aim to convert a lead to any SC3 company (Locating, Concierge, Realty).
• Solve client problems effectively, always putting the customer first.
• Act as a liaison between agents, customers, and the Concierge team.
• Responsible for the efficiency and accuracy of the lead distribution process from the moment a client contacts us to the time they’re in contact with an agent.
• Maintain lead nurturing efforts.
• Become an encyclopedia of Smart City: WHO we are, WHAT we do, HOW/WHY we do it.
• Work cross-departmentally & with leadership to identify any issues and collaborate to find potential solutions.
• Communicate efficiently and effectively through multiple channels.
• Utilize our custom CRM and other technologies efficiently and effectively.

Required Education and Experience

• A High School Diploma or equivalent required
• An Associate's Degree recommended
• 2+ years of experience in a customer experience, social media, or marketing role preferred
• Experience handling inbound client communications is preferred
• Experience in client relations

Required Skills / Abilities

• Proficient in Google G Suite
• Proficient with CRM tools
• Proficient with Apple products
• Proficient with all social media platforms (Bonus if you’re familiar with Sprout Social)
• Proficient in phone etiquette (Bonus if you’re familiar with OpenPhone)
• Critical thinking abilities
• Extreme time management and organizational skills
• Highly detail-oriented
• Strong communication skills, both written and verbal

Physical Requirements

• Remote role
• Located in DFW (preferred)
• Assures that safety regulations are followed at all times.
• Adherence to compliance measures implemented by governing bodies, such as but not limited to OSHA & the CDC. Follows policies and procedures, including infection control, universal precautions, and exposure control plans when performing daily tasks.
• Reports hazardous conditions, accidents, and incidents to the immediate supervisor.
• Must be able to lift up to 25 lbs.
• Requires standing, walking, bending, kneeling, stooping, and crouching.

Expected Hours of Work

• Typical CX operating hours: 8am - 8pm Monday - Sunday. Shifts will be assigned by CX Manager monthly and can change with notice.

Travel

• Minimal travel may be required for scheduled shifts, business functions, team training, and cultural events.