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Job Description:

Yesworx, a software publisher based in Covington KY, and publisher of iGovServices, the fastest-growing revenue collection software for local governments, is seeking a Customer Success Coordinator to develop a positive customer experience and foster relationships that support our brand loyalty. This is an entry-level level position with growth opportunities in the customer service/support department. You will work in a startup-like environment alongside upper management to promote the retention of customers and an overall positive experience with iGovServices. As a Customer Success Coordinator, you will be well-versed in the technical side of projects and can offer insight and tips on how to use features and troubleshoot.

Our Customer Success Coordinator has or is working towards a bachelor’s degree in business, technology, or a related field. They will work closely with other departments and analyze data involving customer reviews and experience with products or services. 

Objectives of this Role:

• Establish clear retention goals and process milestones for the client and employees to work toward
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best solution for their needs
• Seek to promote the value of the product and offer services and products through the customer experience
• Assist in creating training courses and educational materials for other members of the department
• Review customer help submissions and seek to improve all aspects of the customer experience with the company
• Promote an energetic fan base for products and locate brand ambassadors to share the product’s benefits and value
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

Daily & Monthly Responsibilities:

• Initial Triage of Support – Receiving phone & email tickets, determining if a standardized answer exists to address the question, determining how and who to escalate it to on the team 
• Cycle proactive calls to current customers to check in on them and ensure satisfaction by promoting the company, products, and events
• Weekly project tracking and reporting to ensure schedules are optimized and clients are aware of the status and next steps.  
• Ensuring the transition from Sales to the Implementation team is coordinated and communicated among the team and customer from the first training 
• Work with the team to determine if support tickets are tickets or require training that needs to be scheduled and if escalation is necessary. 
• Ensure the transition from Sales to Implementation that the systems are kept up to date, our project management tasks are established (in Asana) and users are established in our helpdesk (Freshdesk).  
• Ensure knowledge of team member’s schedules, and project schedules, along with customer’s requirements and escalation process 
• Scheduling and coordination of Annual Conference & Monthly Lunch & Learn Sessions 
• Research and develop directory listings to ensure backlinks to our website and promote SEO
• Responding to Website Inquires, ensuring contract forms are completed and filed correctly
• Ensure promotional materials are kept to a par level and determine missing items to enhance customer experience and loyalty.  

Weekly/Monthly Reporting:

• Weekly reporting from Freshdesk on KPI 
• Weekly Project Updates
• Weekly Time/Project tracking to support billing 

Skills & Qualifications:

• Must be comfortable making outbound and fielding inbound calls 
• Must bring energy and enthusiasm
• Must bring an open mind and the thirst for knowledge and growth
• Must be flexible as schedules and priorities change 
• Must have strong written and verbal communication skills

Preferred Qualifications:

• 1-3 years of experience in customer service or a customer success position encouraged
• Experience working with brand image and promoting value through customer experience
• Ability to communicate and foster positive business relationships
• Technical skills as they relate to the use of the product and service
• Accountability and personal organization are essential
• Experience in managing/training a diverse group according to company standards
• Ability to establish milestones and keep all team members on task
• Understanding of customers’ concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Compensation / Benefits Package:

• Part-Time – 20 to 30 hours per week 
• Flexible work schedule M to F between the hours of 8 AM and 6 PM (but this is an in-office position based in Covington KY) 
• Starting at $15 an hour
• Opportunity for advancement, Full-Time employment & bonuses based on defined performance items
• Opportunity to learn & grow as a member of a diversely skilled team
• Opportunity for Internship/Co-op and we will work with local colleges & universities in an attempt to get your credits for it

If you would like to submit your resume for consideration, do one of the following; fill out the below form or send it via email to [email protected]