Customer Success Coordinator (Products)

Description

Summary

The Customer Success Coordinator will work to   develop relationships and trust with our members by providing top-of-the-line   support via phone, email, and ticket system. This position is designed to   collaborate with Customer Success with both proactive outreach and presently   needed items. By delivering support of excellence, the Customer Success   Coordinator aides NAA in continuing to be the industry standard.

A typical day in this role is one that is both   detail-focused, but also relationship focused. You will be managing several modes of   communication with our members and providing aid to people who need guidance.   You will be working closely with your Customer Success team to innovate and find   solutions to everyday member-needs. 

Principal accountabilities: 

· Answering and addressing members   needs via phone calls, emails, and tickets in a timely manner. 

· Working to uphold and grow NAA’s   member satisfaction through relationship building and a high level of   dedication. 

· Being a subject matter expert for   all products NAAS has or will have with a focus on Click & Lease.

· Collaborating with other   departments to provide aid in member-related escalations. 

· Keeping   detailed logs and accurate data of all accounts. 

Requirements

· High School or Equivalent Certificate

· Excellent written and oral communication skills.

· Ability to remain organized and efficient while balancing   multiple responsibilities.

Preferred

· General Understanding of platforms used at   NAA: Salesforce, ClickUp, and Microsoft especially

· Experience in Customer Support

· Experience in a call center environment 

Travel Requirements: Little to no travel is required of this position.

About NAA 

The National Apartment Association (NAA) serves as   the leading voice and preeminent resource through advocacy, education and   collaboration on behalf of the rental housing industry. As a federation of   141 state, local and global affiliates, NAA encompasses more than 95,000   members representing over 12.5 million apartment homes globally. NAA believes   that rental housing is a valuable partner in every community that emphasizes   integrity, accountability, collaboration, community responsibility,   inclusivity and innovation. To learn more, visit https://naahq.org.   

Benefits Overview

· Flexible Hybrid schedule (2 days   in office)

· Competitive pay

· Growth focused, ‘people first’   company culture

· Generous PTO and sick leave

· Health, vision, dental and more   including newly added infertility coverage!

· 11 NAA holidays + 1 floating   holiday of your choice!

Physical Demands: 

While performing the duties of the job, the employee is regularly   required to sit, use hands to finger, handle or feel objects, tools or   controls; reach with hands and arms. The employee may occasionally lift up to   20 pounds. 

Work   Environment: 

Work is regularly performed in a professional   office environment and routinely uses standard office equipment. 

The physical demands and work environment   described here are representative of those an employee encounters while   performing the essential functions of this job. Reasonable accommodations may   be made to enable individuals with disabilities to perform the essential   functions.