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Customer Support Coordinator

The Customer Support Coordinator will play a key role in in the Rapid Response Team, managing a wide variety of survey logistics for all Top Workplaces sales teams.

Required Skills:

  • An open-minded approach to continued experimentation with new approaches to client services.
  • Interest in working in a team-oriented environment
  • Demonstrated ability to learn new software programs
  • Exceptional verbal and written communication skills
  • Ability to work independently, with little supervision
  • Very proficient in Microsoft Office Suite and Outlook
  • A go-getter with a willingness to do anything and ‘make it happen’
  • Keen attention to detail

Primary Responsibilities:

  • Respond to survey taker, primary contact, and internal team support requests through Zendesk, our customer support ticketing platform.
  • Respond to survey taker inquiries through phone support.
  • Assist companies and TWP teams with survey set-up and on-going logistics including but not limited to:
    • Employee email and department uploads
    • Department configurations
    • Online Results Tool access for clients
    • Re-sending survey invites
    • Generating survey link letters
    • Re-delivering survey results
    • Sector Benchmark Approval
    • In-region/Out-of-region fixes
    • Adjusting employee counts
    • Assigning leads to sales teams
    • Survey customizations
    • Placing paper survey orders
  • Manage sales team workflow issues ensuring smooth list closure and finalization.
  • Assist with Pulse product support: company set-up, email uploads, and client inquiries.
  • Develop an understanding of the Online Results Tool and its data to assist with product support.
  • Support overall operations of Top Workplaces and Workplace Improvement businesses.
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