Client Services Coordinator

Overview

The Client Services Coordinator position provides support for the Services function, in lock step with the Director of Client Services. This development of this role is a result of the growth Leadous is experiencing and the need for additional dedicated services team members. The purpose is to align with client service goals and provide support to management, clients and team members as Leadous continues to expand

Reports to

The Client Services Coordinator reports to the Director of Client Services.

Responsibilities

• • • Interest in learning Marketing Automation Best Practices and requirement to be certified
    • Assist Manager in planning, implementing and executing customer service functions
    • Oversee operations of client projects in Active Collab
    • Responsible for input, management and tracking of client and team member data
    • Plan, coordinate, assign and manage daily Workload feature in Active Collab
    • Supervise team in providing excellent and outstanding services to customers
    • Assist upper management with hurdles that prevent services team members from succeeding or leading clients
    • Organize and optimize New Employee Onboarding process
    • Ensure that the team follows company policies and procedures
    • Organize and optimize New Client Onboarding process
    • Assist in employee recruitment, training, disciplining, performance evaluation, promotion and termination activities
    • Resolve escalated and complex customer issues on-time
    • Provide back-up assistance to team members when needed
    • Deliver world class services to ensure customer satisfaction
    • Anticipate customer needs and deliver timely responses to meet their expectations
    • Identify and resolve problems that affect customer service quality and efficiency
    • Recommend best practices to meet service level agreements and improve customer satisfaction
    • Timely pull, analyze and review reports/data, providing recommendations to management
    • Document call briefs and project notes
    • Attend daily Services meetings
    • Responsible for driving the company to achieve and surpass project profitability
    • Collaborate with management to implement plans for the operational infrastructure of systems, processes, and personnel