Customer Care myQ Community - Coordinator

Job Responsibilities

• Provide ongoing, daily support to external and internal customers on myQ subscription services.
• Utilize Salesforce to initiate and process customer cases to resolve issues within our service level guidelines.
• Identify issue trends and escalate further resolution.
• Provide ongoing support of our Sales Support Coordinators, Customer Success, and Outside Sales teams, and Product Managers.
• Provide live SME support to Customer Care Representatives on myQ -Community - invoicing & account inquiries.
• Track and analyze SME support questions and issues by Customer Care Representatives and Customer type; identify areas for improvement and continue education.
• Resolve escalated customer complaints from Customer Care Representatives, Customer Success Manager, Outside Sales team, and Product Managers.
• Escalate billing issues and support any troubleshooting/testing required to resolve.
• Follow-up with customers regarding the status of their open issues and credit information as needed.
• Maintain inbox workflow and respond to customers within desired service levels.
• Develop deep knowledge of customers, communities, and facilities to expand service offerings and proposals to customers.
• Partner cross-functionally to ensure long-term success and scalability of Customer Onboarding process; own continuous improvement activities to streamline process with standardized forms and document process flow.

Job Requirements

• A High School Diploma or GED Equivalent.
• Two (2) or more years of Customer Care or Customer Service experience.
• Strong project and time management skills.
• Strong analytical skills.
• Strong verbal and written communication skills; proficiency in Microsoft Office Suite.
• Prior experience in myQ Community Support and Zuora preferred.

Benefits

The pay range for this position is $22.88 - $37.78/hr. Base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience. In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements).

Pay and Schedule

The pay range for this position is $22.88 - $37.78/hr. Base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience. In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements).

Schedule

Not specified.